Pamela, RN – Primary Care Nurse


Direct Engager

Clinical Role


Strength of Evidence

Strength of Evidence Rating 5 out of 5


Human Factors Engineering (HFE), Office of Health Informatics, Veterans Health Administration

Pamela, RN – Primary Care Nurse




Caring for people is not what Pamela does; rather it is who she is. She needs technology to help her help people, not get in the way of that.

Mid 40s, Married                          

Outpatient Clinic

Advanced tech skills          

Direct Engager

My Relationships

In the diagram above, individuals that are darker, larger and closer to Pamela are more important to her than individuals that are smaller, lighter and farther away.

“We need software that is more user friendly and faster. They keep giving us more to do and no more people to do it.”

My Job

  • Nurse, Primary Care, 8 years
  • Does not work from home
  • Sees 6-10 patients/day in-person; contacts many more using phone or Secure Message

My Devices & Technology Skills

  • Dell Laptop (Work Laptop)
  • Dell Precision Workstations (shared desktop in exam rooms)
  • Mac mini (desktop at home)
  • iPhone 5c (smart phone)
  • Wii & Xbox (Gaming systems-used by kids)

Barriers & Enablers to Patient-Centered Care (PCC)

  • Don’t have the technology to support it
  • Don’t have the time
  • Support from peers enables adoption of PCC


  • Veteran: In person, phone & secure Messaging (on behalf of doctor)
  • PACT: In person, phone, email
  • Family: Texting

My Pain Points & Motivators

  • Too many alerts
  • Too many clicks
  • Tools are not integrated
  • Match my workflow
  • Support my clinical decision making
  • Make connections in data that can’t easily be seen
  • Ease documentation burden

My Narrative

Pamela has worked for the VA for eight years at an outpatient clinic. Before she joined, she was a medic in the United States Army. During her enlistment, she deployed to Kuwait in support of Operation Desert Storm. When her enlistment was up, she used her GI Bill to go to college where she earned her RN. She considers herself tech savvy and owns a laptop and smart phone that she uses to communicate via social media and text with her family and friends, including her two teenage children. She also uses mobile apps regularly and adopts technology readily.

She works directly with her patients every day and is a strong advocate of the Patient-centered Care model. She is a member of a Primary Care PACT. She is often frustrated that VHA technology tools sometimes lack integration with each other and don’t seem to match her workflow. Logon and slow response time problems impact her productivity. She tends to need more time learning about computers, but once she adopts technology, she embraces it. Her husband has suggested that she spends too much time caring for others and not enough time on herself. She recognizes this to be true, but considers it to be a noble flaw in her character and a testament to her dedication to her fellow Veterans.

My Components of Health and Proactive Well-being

This describes Pamela’s relative health and well-being attitudes. 

In the diagram above, the relative width of the three outer bands and the
relative size and brightness of the eight inner circles represent their importance to Pamela.

Download a printable version of this persona as a PDF file.