The consultants completed a comprehensive assessment. The anticipated volume of 155 patients a day was averaging over 170 patients a day and the facility processes were not consistently followed. The community’s perception of the ED was poor but it was the only ED for 45 miles so most patients did not have an alternative.
The assessment identified several areas needing improvement including process standardization, accountability, wait times and walk out rates, and more.
The consultants gathered feedback from the caregivers, asking them to identify specific barriers to providing quality, efficient care to patients. 250+ barriers were identified, prioritized on key areas, and workgroups were formed to address the issues.
The triage team focused on improving the front end processes. This included triage education, customer service for arriving patients, and redesigning the lobby. The throughput team concentrated on realigning the zones of care, addressing the arrival patterns of the patients and staffing to meet the demands.
JoAnn Lazarus, MSN, RN, CEN, FAEN
Principal and Practice Operations Lead
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Will Stewart, MSN, RN, CEN, EMT-LP, NE-BC
Consulting Principal
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Beth Fuller, DNP, RN, CEN, CCRN, CFRN
Consulting Principal
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Customer story
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