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Toward an Encounter Team Model of Clinical Project Management: A Needs Analysis of a Family Health Center

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Purpose: As a part of a clinic transformation project, we studied workflow processes in a family health center in order to recommend interventions for a team-based approach to patient care. Method: We conducted a needs analysis informed by Spinuzzi's (2013) Topsight, undertaken through over twenty hours of clinical observation, studying clinical communication practices by role in the clinic (provider, nurse, medical assistant, and front desk receptionist). Results: Delivering quality care that extends beyond the patient encounter (the face-to-face appointment) takes a highly coordinated team. Although the Center's schedule was set up for teams, the work environment was not well coordinated except where individual providers were more team-oriented. Conclusion: An Agile team approach to communicating may be an effective intervention for primary care clinics. Researchers in TPC and UX can usefully contribute to these kinds of inquiry projects in clinical settings, as our research methods offer viewpoints not visible to clinicians alone.
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Document Type: Research Article

Publication date: May 1, 2018

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  • Technical Communication, the Society's journal, publishes articles about the practical application of technical communication theory and serves as a common arena for discussion by practitioners. Technical Communication includes both quantitative and qualitative research while showcasing the work of some of the field's most noteworthy writers. Among its most popular features are the helpful book reviews. Technical Communication is published quarterly and is free with membership.
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