2.50
Hdl Handle:
http://hdl.handle.net/10755/162846
Type:
Presentation
Title:
Who's Keeping Score in the Emergency Department?
Abstract:
Who's Keeping Score in the Emergency Department?
Conference Sponsor:Emergency Nurses Association
Conference Year:2003
Author:Dilts, Mary Kate, RN, MSN
P.I. Institution Name:Southern Ohio Medical Center
Title:Mary Kate Dilts, RN, MSN
Contact Address:1805 27th Street, Portsmouth, OH, 45662, USA
Contact Telephone:(740) 356-8430
Purpose: As part of an ongoing effort to pursue excellence in health care, the concept of the Balanced Score Card (BSC) was introduced to monitor department operations on a monthly basis. The BSC is based on the institution's mission, vision, and values. The strategic values included safety, service, relationships, qualify, and performance. Setting: The institution is a 200-bed rural, non-profit teaching hospital in Southern Ohio. The Emergency Services Department is a two campus emergency department (ED) that includes 23 beds at the Main Campus and 14 beds at the South Campus, located one mile apart. During fiscal year 2002, over 72,000 patient visits were recorded. Method: The BSC is available on our hospital intranet and department bulletin board. The BSC is a PowerPoint presentation of over 50 slides. A paper copy is posted monthly on department bulletin boards and is also available on the hospital intranet. The BSC included the expectations, goals, and measurable outcomes that were defined and collaboratively agreed upon with the hospital administration, staff, and the provider of physician services. The BSC also documents accomplishments throughout the year. The data are gathered by the Emergency Services Director of Nursing and compiled by the Performance Improvement Department. Safety was the newest strategic value. Patient and staff safety were measured by: a) the patients' feelings of being safe and secure in the emergency department as measured by a commercial patient satisfaction tool; and b) the average incident rate of total lost work days per department. The quality value indicators included: a) unscheduled patient returns to the emergency department within 72 hours; and b) time of presentation in the emergency department to thrombolysis. The service value was measured by: a) door-to-doctor time; b) door-to-discharge time; c) bedside registration; and d) patient satisfaction. The relationship value is examined by comparing data on: a) budgeted staffing versus actual FTEs working; b) absent and LOA hours in the department; and c) staff turnover rates. The performance value tracks: a) patient volume; and b) the financial performance of the department. Results: According to the BSC data, emergency services visits continued to increase. Volume was 67,560 in 2000 vs. 72,000 in 2002. Patient satisfaction increased. According to Press Ganey patient satisfaction went from the 9th percentile (1997) to the 89th percentile (2002). Door to doctor time in 1999 was 48 minutes and in 2002 was 43 minutes. Door to discharge time in 1999 was 2.8 hours and in 2002 was 2.5 hours. Financial performance improved as measured by gross contribution to the margin, changing from -$537,000 in 2000 to +$327,000 in 2002. Recommendation: The BSC is an excellent tool to measure department operations, educate staff and monitor monthly activities in the emergency department. The BSC facilitates collaboration among administration, physicians, nurses, and other staff by working together on the same goals. The BSC continues to be used in the emergency department and all other hospital departments. [Poster Presentation]
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.titleWho's Keeping Score in the Emergency Department?en_GB
dc.identifier.urihttp://hdl.handle.net/10755/162846-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Who's Keeping Score in the Emergency Department?</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">2003</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Dilts, Mary Kate, RN, MSN</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Southern Ohio Medical Center</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Mary Kate Dilts, RN, MSN</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">1805 27th Street, Portsmouth, OH, 45662, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">(740) 356-8430</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">diltsmk@somc.org</td></tr><tr><td colspan="2" class="item-abstract">Purpose: As part of an ongoing effort to pursue excellence in health care, the concept of the Balanced Score Card (BSC) was introduced to monitor department operations on a monthly basis. The BSC is based on the institution's mission, vision, and values. The strategic values included safety, service, relationships, qualify, and performance. Setting: The institution is a 200-bed rural, non-profit teaching hospital in Southern Ohio. The Emergency Services Department is a two campus emergency department (ED) that includes 23 beds at the Main Campus and 14 beds at the South Campus, located one mile apart. During fiscal year 2002, over 72,000 patient visits were recorded. Method: The BSC is available on our hospital intranet and department bulletin board. The BSC is a PowerPoint presentation of over 50 slides. A paper copy is posted monthly on department bulletin boards and is also available on the hospital intranet. The BSC included the expectations, goals, and measurable outcomes that were defined and collaboratively agreed upon with the hospital administration, staff, and the provider of physician services. The BSC also documents accomplishments throughout the year. The data are gathered by the Emergency Services Director of Nursing and compiled by the Performance Improvement Department. Safety was the newest strategic value. Patient and staff safety were measured by: a) the patients' feelings of being safe and secure in the emergency department as measured by a commercial patient satisfaction tool; and b) the average incident rate of total lost work days per department. The quality value indicators included: a) unscheduled patient returns to the emergency department within 72 hours; and b) time of presentation in the emergency department to thrombolysis. The service value was measured by: a) door-to-doctor time; b) door-to-discharge time; c) bedside registration; and d) patient satisfaction. The relationship value is examined by comparing data on: a) budgeted staffing versus actual FTEs working; b) absent and LOA hours in the department; and c) staff turnover rates. The performance value tracks: a) patient volume; and b) the financial performance of the department. Results: According to the BSC data, emergency services visits continued to increase. Volume was 67,560 in 2000 vs. 72,000 in 2002. Patient satisfaction increased. According to Press Ganey patient satisfaction went from the 9th percentile (1997) to the 89th percentile (2002). Door to doctor time in 1999 was 48 minutes and in 2002 was 43 minutes. Door to discharge time in 1999 was 2.8 hours and in 2002 was 2.5 hours. Financial performance improved as measured by gross contribution to the margin, changing from -$537,000 in 2000 to +$327,000 in 2002. Recommendation: The BSC is an excellent tool to measure department operations, educate staff and monitor monthly activities in the emergency department. The BSC facilitates collaboration among administration, physicians, nurses, and other staff by working together on the same goals. The BSC continues to be used in the emergency department and all other hospital departments. [Poster Presentation]</td></tr></table>en_GB
dc.date.available2011-10-27T10:35:09Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:35:09Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
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