NRSG 413 Recommend the strategies and processes needed to effectively complete this innovation in the organization while protecting patient safety and quality of care

NRSG 413 Recommend the strategies and processes needed to effectively complete this innovation in the organization while protecting patient safety and quality of care

NRSG 413 Recommend the strategies and processes needed to effectively complete this innovation in the organization while protecting patient safety and quality of care

Innovation in healthcare, especially nursing, has been heightened by a number of factors that are impacting care delivery. The emergency of COVID-19 pandemic and its impacts illustrate the increased role of nurses and healthcare providers investing more in innovative models to enhance care delivery, balance costs, and attain expected reach. In their paper, Barr et al. (2021) assert that innovation is not only important for the success and sustainability of organizations but also the wellbeing of all stakeholders, including patients and nurses. Again, Giuliano et al. (2022) focus on how healthcare organizations and faculty can prepare nurses so that they become leaders in health care innovations. Patient-centered process innovations are key to improving engagement, developing evidence-based practice interventions and leveraging technologies, especially through health delivery technologies like telehealth, telemedicine, virtual health, and effective leadership support. The purpose of this paper is to present a proposed innovative strategy aimed at promoting quality patient care. Based on the nursing process as a guide, the paper presents a plan for an innovation in patient care delivery for a nursing department.

Innovative Care Delivery Model

Innovative care delivery that leverages technological trends is essential in helping organizations optimize resources and reduce overall costs while also enhancing patient experience and outcomes. A core aspect of innovation is to match or align with the needs of the community that comprise of caregivers like nurses and patients and their families (Snyder et al., 2020). Innovations do not need to be new technologies alone but also practices that enhance patient experience and improve their overall outcomes. Based on the nursing process model, that includes assessment, diagnosis, planning, implementation and evaluation, the selected innovative care delivery is enhancing patient engagement using automation. The facility will roll out automated patient engagement solutions to help improve efficiency and patient outcomes. These solutions will identify gaps in care, engage priority patients, and measure their progress based on their diagnoses and the types of interventions that they need in the entire nursing department.


Patient engagement is a critical aspect of healthcare delivery and patients as well as their families want facilities that engage them and take them through the entire process, from when they set foot in the hospital to their departure time, when being discharged or transferred to another facility. At the core of the patient interactions and engagements are nurses as the first point of contact between patients and their healthcare organizations as well as the entire health system (Bombard et al., 2018). Nurses are patient advocates and spend more time with patients compared to other healthcare professionals or workers. Imperatively, the area that will require innovation is the entire nursing department and the services rendered by nurses in their different units, from those in emergency rooms to those in medical-surgical settings to those working in critical care areas like the intensive care units. Therefore, automation of patient engagement will be key to improving delivery of care to diverse patient populations in the facility, and even after their discharge.


At the core of implementing the patient engagement automation approach is to help identify gaps in care delivery

NRSG 413 Recommend the strategies and processes needed to effectively complete this innovation in the organization while protecting patient safety and quality of care
NRSG 413 Recommend the strategies and processes needed to effectively complete this innovation in the organization while protecting patient safety and quality of care

that lead to poor outcomes and unsatisfied patients who may come for readmissions for the same issue in less than 90 days after their discharge. Nurses are well-known for creativity and imagination un developing solutions to patient care situations (Newman et al., 2021). They can only attain these attributes when they develop and implement patient-centered technologies to enhance engagement of patients with a view of eliminating adverse events and effects like medication errors, ineffective communication, insufficient information and prescribing errors that may happen during the discharge process, and need to support patients navigate their treatment once they get to the facility (Lyles et al., 2021). For instance, the patient engagement automation will integrate different technologies and practices that nurses will implement to enhance their interactions and rapport with patients and their families with the aim of improving care outcomes. For example, the nurses will recommend the use of technologies that are patient-centered and automations that improve overall communication between providers and patients.

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Again, patient engagement is key to attainment of recovery upon discharge. Imperatively, automation of patient engagement will enable nurses to narrow the gap between patients at risk for readmission and those on their way to full recovery through post-discharge follow ups that leverage technologies like telemedicine or telehealth. Through leveraging automated technology, healthcare organizations and providers can attain the Quadruple Aim through meaningful patient engagement and care team coordination (Meyer, 2020). Furthermore, when clinicians make follow ups with patients after their discharge, the added layer of support can enhance long-term patient outcomes by lowering the possibility of adverse events. Through automating patient outreach, organizations and providers can optimize the precious staff resources to those in need of such interventions.

Plan: Suggestions and Recommendations for Action

Patient engagement solutions are mainly cloud-based systems that enable healthcare providers to optimize the patient experience. Complex engagement automation deeply engages patients at each point of the journey, from scheduling to triage, to prescription of their medications to even follow-ups after their discharge (O’Hara et al., 2022). Complex patient engagement systems leverage artificial intelligence to automate, streamline and scale the engagement efforts of the stakeholder (Lilley et al., 2020). The most effective patient engagement software or interventions improve patient care, enhances patient-provider interactions, strengthens patient loyalty, and leads to better health outcomes.

Existing literature is emphatic that having positive patient experience is a critical part of not only attracting but also retaining patients and enhancing their outcomes. Close to 68% of healthcare consumers prefer healthcare organizations that allow them to book, change and even cancel their appointments online (Campbell et al., 2020). Imperatively, adopting innovative technologies and automated systems in healthcare is essential to improving patient journeys and driving both patient volume and retention. As such, through the implementation of the patient engagement automation, the nursing department will improve patient care, care coordination and planning, and increase the overall revenue by the facility.

The initial step in implementing this strategy is to identify a change model and implementation protocol. The most appropriate change model in this case would be Lewin’s three-step approach that include unfreezing, change implementation, and refreezing. The three step process would allow all stakeholders to understand the need for change, and be aware of the benefits that the organization will derive from these technologies (Abd El-Shafy et al., 2019). Implementing change is not easy and having a buy-in from all the players is a critical aspect as it increases collaboration and coordination to attain the set goals and objectives. Therefore, the three step process will ensure that there is effective communication of the change and engage all stakeholders to accept the need to automate patient engagement at different levels through leveraging different technology-powered interventions and tools.

Steps to Implement the Innovation

The next step would be the use of the systems development life cycle (SDLC) since the automations are technology-based and they will require deliberate steps to implement by leveraging on artificial intelligence. The use of SDLC process will ensure that each technology is implemented based on the planning and requirement definition, design and analysis, implementation and evaluation (Sen et al., 2021). The automated patient engagement will implement a host of interventions that include patient portal and appointment management, patient education, digital medical billing and AI-powered patient outreach. It will also boast of holistic provider-patient communication channels, accessible patient data and painless patient registration process (Meyer, 2020). Another core aspect of the automated engagement will be post-appointment surveys that will allow patients to rate the level of services offers, from their initial point of interaction to the moment they left the facility and even the requisite follow-ups by nurses and other providers.


The evaluation of the effects of the implemented automated patient engagements would be critical to ascertaining the overall effectiveness and efficacy. Therefore, evaluation will seek to determine the aspects of the engagement that are working and those that need improvements. The evaluation will be carried out concurrently as outlined in the systems development life cycle model. Through the process providers will be keen on identifying effective interventions and their impact on overall patient satisfaction and outcomes. Two critical questions within this context will be important:

a). What are the effects of automated patient engagement innovations as deployed in the facility?

b). What areas or aspects need improvements and require more resources to actualize their potential?


The implementation of patient engagement automation demonstrates the innovative role of nurses in healthcare delivery and the need for organizations to leverage technologies to improve outcomes and lower adverse events. The proposed interventions are based on evidence and will lead to better patient outcomes while helping organizations to improve care quality and revenues. The engagement of patients in an automated manner is critical to entrenching innovations on healthcare.


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