Vicki, LPN – Primary Care Nurse


Direct Engager

Clinical Role

Licenced Practical Nurse

Strength of Evidence

Strength of Evidence Rating 5 out of 5


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

Vicki, LPN – Primary Care Nurse




Middle aged African American woman with stethoscope and blue shirt.

Vicki is passionate about providing health care for patients. Medical care has become reliant upon technology,and when technology fails, we all fail.

Early 50s, married                          

Urban VAMC

Intermediate tech skills       

Direct Engager

My Relationships

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

“We need technology that is faster and more user friendly. There are more patients to see every day.”

My Job

  • LPN
  • 6 years with VHA
  • Primarily outpatient
  • Works part-time as Teledermy Imager
  • Does not work from home

My Devices & Technology Skills

  • Laptop (at work)
  • Laptop (at home)
  • Smartphone
  • Tablet
  • Camera

Barriers & Enablers to Patient-Centered Care (PCC)

  • Time not available given current workflow
  • Technology not available to support PCC
  • Support from peers and training makes PCC approach easier
  • Splits time between primary job and Imager responsibilities


  • Veteran: In person (majority), phone, secure messaging
  • PACT: In Person (majority), phone, email, secure messaging
  • EHR: Clinical reminders, free text notes
  • Skype/Lync messaging
  • CPRS Imaging

My Pain Points & Motivators

  • Alert management and fatigue
  • Inconsistent terminology
  • Tools not integrated and do not match workflow
  • Tools should make connections in data that can’t easily be seen
  • Tasks take too long

My Narrative

Vicki has worked as a Licensed Practical Nurse (LPN) in a VA Medical Center for 6 years. Prior to working for the VA, she worked in the private sector for over 25 years. She enjoys personally interacting with her patients, and does her best to both provide and ensure that the patient is receiving the best care possible.

Sometimes she finds that she must spend more time completing tasks than directly spending time with her patients. Due to the large amounts of alerts received within the EHR, she tends to find it difficult to complete tasks when working within the patient health record (e.g., orders, labs, medications). She also gets frustrated when, at times, it takes too long to get the information she needs from the VA systems, and feels that there should be adequate technical support when she does need assistance. Both at work and at home, she quickly adapts to changing technology, and will occasionally ask peers for assistance.

Now that her children are grown and out of the house, Vicki and her husband are excited to begin the next phase of their lives. Using her on-hand technology (e.g., laptop, smart phone, text, social media), Vicki and her spouse are now exploring volunteer and travel opportunities to enjoy in their newly found free time.

My Components of Health and Proactive Well-being

This describes Vicki’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 Vicki.

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