WGU D156 LENOX TURN IN COPY |LATEST UPDATE
WITH COMPLETE SOLUTIONS
Title of Healthcare Improvement Project
Samthia A. Lenox
Western Governors University
Leavitt School of Health
Ruth Anne M. Chelius, PhD, MSN, RN, CEN
November 15, 2025
, D156: Business Case Analysis for Healthcare Improvement
Healthcare Improvement Project: Introduction and Project Initiation
Organizational Problem
A. Problem
The problem in the Primary Care Clinic is that there has been a significant increase in
patients not attending their scheduled appointments. From June 1, 2025, to August 1, 2025,
thirty-nine hundred patients were expected to visit the Primary Care Clinic. There were
seventeen hundred patients who completed their scheduled clinic appointments. When
patients are not attending scheduled clinic appointments, care gaps increase in patients' care.
When appointments are missed, it will lead to worsening of health conditions, especially
chronic health conditions. Health conditions left unmanaged can lead to an increase in
morbidity. When patients miss an appointment, this leads to decreased revenue for the clinic
and the facility. A decrease in revenue will lead to a reduction in clinical staff hours.
.
A1. Background
In the Primary Care Clinic, the benchmark is to have no-show rates below twenty-two
percent. The no-show rates have been over thirty-two percent in the last six months. During the
summer months, there is a rapid decrease in patients coming into the clinic for scheduled
appointments. An automated appointment reminder system is in place to remind patients of their
, scheduled appointment. The patient call reminder system was ineffective in combating missed
clinical appointments. This appointment reminder system is inadequate in increasing patients'
compliance with scheduled clinic appointments. Missed clinical appointments are the cause of
the implementation of this improvement project
B. Stakeholders
Patients are the primary stakeholders. They are responsible for the management of their
health. The primary care providers have the influence to determine how the patient will engage
with their healthcare regimen. The primary care provider has the influence to strengthen the
patient's trust in their medical regimen by building a mutual relationship. The patients are the
primary source of revenue for the healthcare system. The patients can have appointments
scheduled to align with their personal schedules. When there is a decline in patients attending
appointments, there is also a decrease in revenue. Physicians are stakeholders. The physicians are
responsible for listening to patients and providing care to them. Clinical staff are the stakeholders
who care for the patients between the clinic visits. The clinic staff will aid in making
appointments for patients that align with their schedules. The clinical manager is a stakeholder
who has access to the financial resources needed to support the clinic's flow. All the stakeholders
have a significant role in the success of the quality improvement project.
Project Team
C. Project Manager Roles & Responsibilities
WITH COMPLETE SOLUTIONS
Title of Healthcare Improvement Project
Samthia A. Lenox
Western Governors University
Leavitt School of Health
Ruth Anne M. Chelius, PhD, MSN, RN, CEN
November 15, 2025
, D156: Business Case Analysis for Healthcare Improvement
Healthcare Improvement Project: Introduction and Project Initiation
Organizational Problem
A. Problem
The problem in the Primary Care Clinic is that there has been a significant increase in
patients not attending their scheduled appointments. From June 1, 2025, to August 1, 2025,
thirty-nine hundred patients were expected to visit the Primary Care Clinic. There were
seventeen hundred patients who completed their scheduled clinic appointments. When
patients are not attending scheduled clinic appointments, care gaps increase in patients' care.
When appointments are missed, it will lead to worsening of health conditions, especially
chronic health conditions. Health conditions left unmanaged can lead to an increase in
morbidity. When patients miss an appointment, this leads to decreased revenue for the clinic
and the facility. A decrease in revenue will lead to a reduction in clinical staff hours.
.
A1. Background
In the Primary Care Clinic, the benchmark is to have no-show rates below twenty-two
percent. The no-show rates have been over thirty-two percent in the last six months. During the
summer months, there is a rapid decrease in patients coming into the clinic for scheduled
appointments. An automated appointment reminder system is in place to remind patients of their
, scheduled appointment. The patient call reminder system was ineffective in combating missed
clinical appointments. This appointment reminder system is inadequate in increasing patients'
compliance with scheduled clinic appointments. Missed clinical appointments are the cause of
the implementation of this improvement project
B. Stakeholders
Patients are the primary stakeholders. They are responsible for the management of their
health. The primary care providers have the influence to determine how the patient will engage
with their healthcare regimen. The primary care provider has the influence to strengthen the
patient's trust in their medical regimen by building a mutual relationship. The patients are the
primary source of revenue for the healthcare system. The patients can have appointments
scheduled to align with their personal schedules. When there is a decline in patients attending
appointments, there is also a decrease in revenue. Physicians are stakeholders. The physicians are
responsible for listening to patients and providing care to them. Clinical staff are the stakeholders
who care for the patients between the clinic visits. The clinic staff will aid in making
appointments for patients that align with their schedules. The clinical manager is a stakeholder
who has access to the financial resources needed to support the clinic's flow. All the stakeholders
have a significant role in the success of the quality improvement project.
Project Team
C. Project Manager Roles & Responsibilities
