2.50
Hdl Handle:
http://hdl.handle.net/10755/162470
Type:
Presentation
Title:
Someone to Watch Over Them - A Waiting Room Dedicated Nurse
Abstract:
Someone to Watch Over Them - A Waiting Room Dedicated Nurse
Conference Sponsor:Emergency Nurses Association
Conference Year:2008
Author:Crowe, Jennifer, RN, BSN
P.I. Institution Name:Duke University Hospital
Title:Clinical Nurse II/Performance Improvement Coordinator
Contact Address:7304 Pulley Town Road, Wake Forest, NC, 27587, USA
Contact Telephone:919- 668-2178
Co-Authors:Ann White, RN, MSN, CCNS, CEN; Frank DeMarco, RN; Teri Muro, RN, BSN, CDE; Holly Williams, RN; and Edward Williams, RN
[Clinical Poster] Clinical topic: Crowding and increased wait times in Emergency Departments (EDs) have become a national crisis. Contributing factors are constrained inpatient capacity, the nursing shortage, inadequate ED space, and people in the community using the ED as their choice for primary healthcare. When patients present to the ED and are triaged, unless acuity dictates, they are directed to the waiting room (WR). They remain in the WR, sometimes for hours, before being placed into a treatment room. While in the WR, a patient's condition could worsen without a clinician being aware. In addition to liability and increased risk to the patient, prolonged wait times adversely affect patient satisfaction scores.

Implementation: In an attempt to provide quality patient care and increase patient satisfaction, our facility implemented a dedicated role that places an Emergency Nurse (EN) in the WR around the clock. Not only is that EN the first healthcare provider the patient comes in contact with, the "Nurse First" as we have called the role, is also the first person to greet the patient as they enter the ED. The NF differs from the triage nurse in that they do not triage the patient. Their primary responsibilities include visually assessing patients presenting to the ED, prioritizing the order in which patients are triaged, addressing any questions and concerns, and continually reassessing patients waiting to be seen. The NF has an understanding of not only the NF role and responsibilities, but also of the triage process itself. They have excellent communication skills and are patient and compassionate to the needs and concerns of patients and visitors in the ED WR. Attentiveness to the patients in the WR is at the same level as patients already in the treatment area.

Outcomes: By having this clinician immediately see the patient upon presentation and providing a rapid visual assessment of the patient, negative patient outcomes in the WR have decreased. Furthermore, by having a nurse initially greet patients, we have been able to alleviate some of the fears and anxiety that one might have when presenting to the ED. Our patient satisfaction scores have increased and patient complaints have decreased.

Recommendations: To place very sick patients in a non-therapeutic environment increases the risk of their medical condition deteriorating. By providing an EN in the WR, we can potentially eliminate this deterioration or at least address it faster. This role leads to patients feeling safe and valued which increases satisfaction.
Repository Posting Date:
27-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Emergency Nurses Association

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleSomeone to Watch Over Them - A Waiting Room Dedicated Nurseen_GB
dc.identifier.urihttp://hdl.handle.net/10755/162470-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Someone to Watch Over Them - A Waiting Room Dedicated Nurse</td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Emergency Nurses Association</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2008</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Crowe, Jennifer, RN, BSN</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Duke University Hospital</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Clinical Nurse II/Performance Improvement Coordinator</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">7304 Pulley Town Road, Wake Forest, NC, 27587, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">919- 668-2178</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">jencrowe71@yahoo.com</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value">Ann White, RN, MSN, CCNS, CEN; Frank DeMarco, RN; Teri Muro, RN, BSN, CDE; Holly Williams, RN; and Edward Williams, RN</td></tr><tr><td colspan="2" class="item-abstract">[Clinical Poster] Clinical topic: Crowding and increased wait times in Emergency Departments (EDs) have become a national crisis. Contributing factors are constrained inpatient capacity, the nursing shortage, inadequate ED space, and people in the community using the ED as their choice for primary healthcare. When patients present to the ED and are triaged, unless acuity dictates, they are directed to the waiting room (WR). They remain in the WR, sometimes for hours, before being placed into a treatment room. While in the WR, a patient's condition could worsen without a clinician being aware. In addition to liability and increased risk to the patient, prolonged wait times adversely affect patient satisfaction scores. <br/><br/>Implementation: In an attempt to provide quality patient care and increase patient satisfaction, our facility implemented a dedicated role that places an Emergency Nurse (EN) in the WR around the clock. Not only is that EN the first healthcare provider the patient comes in contact with, the &quot;Nurse First&quot; as we have called the role, is also the first person to greet the patient as they enter the ED. The NF differs from the triage nurse in that they do not triage the patient. Their primary responsibilities include visually assessing patients presenting to the ED, prioritizing the order in which patients are triaged, addressing any questions and concerns, and continually reassessing patients waiting to be seen. The NF has an understanding of not only the NF role and responsibilities, but also of the triage process itself. They have excellent communication skills and are patient and compassionate to the needs and concerns of patients and visitors in the ED WR. Attentiveness to the patients in the WR is at the same level as patients already in the treatment area. <br/><br/>Outcomes: By having this clinician immediately see the patient upon presentation and providing a rapid visual assessment of the patient, negative patient outcomes in the WR have decreased. Furthermore, by having a nurse initially greet patients, we have been able to alleviate some of the fears and anxiety that one might have when presenting to the ED. Our patient satisfaction scores have increased and patient complaints have decreased.<br/><br/>Recommendations: To place very sick patients in a non-therapeutic environment increases the risk of their medical condition deteriorating. By providing an EN in the WR, we can potentially eliminate this deterioration or at least address it faster. This role leads to patients feeling safe and valued which increases satisfaction.<br/></td></tr></table>en_GB
dc.date.available2011-10-27T10:28:45Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:28:45Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
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