Needs analysis · Performance consulting · Root-cause analysis · eLearning prototype
Organization: DRNC Partners, LLP — a composite client developed for a Georgia State University graduate portfolio project, based on conversations with a practicing neurologist. Not deployed in a live clinic.
Role: Project Manager, Evaluation Consultant, and Instructional Designer
Situation
A physician-owned, multi-specialty outpatient practice (23 employees across dermatology, rheumatology, neurology, and cardiology) requested a training program to help nursing staff answer patient messages in the EMR more efficiently.
Analysis
A three-phase needs analysis — organizational analysis using structured 7S interviews with all 23 employees, a SWOT synthesis, and a job task and clinic operations analysis — confirmed that staff efficiency was a legitimate need but not the root cause. The dominant theme across every interview dimension was patient communication volume. Analysis of incoming communications found roughly 65 percent were preventable: patients were asking questions that should have been answered at the point of diagnosis. Patient education was also the practice’s lowest-efficiency activity by relative value unit.
Design
Rather than treating the symptom, the intervention was two-pronged: a demand-side patient education series delivered at diagnosis (the primary intervention) and a supply-side efficiency component for staff. Deliverables were built through full alignment review cycles.
Result
The design targets the underlying driver of excess calls. As a portfolio project, outcomes are projected rather than measured; the evaluation plan specifies how they would be.
Deliverables
- eLearning Prototype (live)
- Case Study (PDF)
- Clinic Operations Analysis (PDF)
- Assessment Plan (PDF)
- Course Map (PDF)
- Project Charter, Evaluation Plan, and Storyboard — coming soon
