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Ambulatory Care Team Improvement & Optimization (ACTION) Pilot Program 


To standardize the practice of over 500 ambulatory primary and specialty care practices, the Ambulatory Nursing department collaborated with the SullivanCotter consulting firm to develop the Ambulatory Care Team Improvement & Optimization (ACTION) Pilot Program. The pilot was launched in September 2021 across 7 clinics throughout the enterprise. In dedication to transformational leadership, the ACTION pilot established standard roles, expectations, and clinical workflows to promote best practices for multidisciplinary ambulatory care team members, including Registered Nurse Coordinators (RNCs), Clinical Nurses (CNs), and Patient Care Coordinators (PCCs). The program measures success by reviewing patient satisfaction, clinic efficiency, productivity, financial, and employee engagement metrics.

Standard Roles


Clinical Workflows

Best Practices

By November 2021, preliminary data revealed an increase in patient satisfaction scores, increased patient access, and increased clinic efficiency. Since the pilot launch, multiple clinics have shown an interest in the ACTION program, not only due to positive preliminary findings, but as a result of the standard practices that have been clearly defined for interprofessional ambulatory team members – a distinction that previously had not been established prior to the pilot program’s launch. Ambulatory Nursing looks forward to sharing the complete set of outcomes for the ACTION pilot program’s inaugural cohort.

This outstanding project was presented at Ambulatory Nursing Grand Rounds on February 16, 2022. Their
presentation was entitled "Taking ACTION: Learnings and Outcomes in Optimizing Ambulatory Care Practice."​


The presenters included:

  • Charlene Platon, MS, RN, FNP-BC

  • Julie Tisnado, MSN, RN, CNRN 

  • Katie Murphy, RNC 

  • Jennifer Cannon, NP

  • Theresa Kinney, RNC

  • Kiana Scott, RN

  • Teresa Bell-Stephens, RN

  • Melissa Chahin, PCC 

  • Sonia Padilla, PCC

  • Tatiana Wishinsky, RN

  • Praise Lam, RNC

Inaugural ACTION Pilot Service Lines

Cystic Fibrosis, Chest Clinic

Stanford Center for Inherited Cardiovascular Disease

Digestive Health

Movement Disorders, Neuroscience

Women's Cancer Center

Stanford Family Medicine, Primary Care

Liver Clinic

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Congratulations to Ambulatory Care for optimizing their practice!
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