Increasing Patient Satisfaction and Decreasing Emergency Department (ED) Throughput Times through Revision of the Triage Process

2.50
Hdl Handle:
http://hdl.handle.net/10755/306617
Category:
Abstract
Type:
Poster
Title:
Increasing Patient Satisfaction and Decreasing Emergency Department (ED) Throughput Times through Revision of the Triage Process
Author(s):
Martin, Anita L.; Freibott, Puneet
Lead Author STTI Affiliation:
Non-member
Author Details:
Anita L. Martin, MSN, RN, amartin1@StLukesHealth.org; Puneet Freibott, MSN, RN, CCRN, NE-BC
Abstract:

Evidence-based Practice Abstract

Purpose: Increasing Patient Satisfaction by Changing Patients’ Perception of the Emergency Department Triage Process. In the past, a registration clerk asked the patient’s chief complaint for seeking treatment. The triage nurse was informed, and decided, based on acuity, to assign them to a bed or send them to the lobby. The lengthy triage process lead to decreased patient satisfaction scores. The purpose of this project was to change the patients’ expectation and perception of the triage process, as well as to increase patient satisfaction scores by improving “greet to treatment” times.

Design: Using patient discharge survey data from the previous 24 months, the triage process was redesigned so that the arriving patient was met by a clinician greeter at the registration desk. A quick triage was performed in less than two minutes and the patient was immediately assigned to an available bed. “No wait triage” streamlined the admission process and focused on patient safety.

Setting: An urban hospital affiliated free standing emergency department with approximately 15,000 visits per year.

Participants and Subjects: All patients who completed surveys mailed to their household following discharge.

Methods: A comparison review of the 2011 and 2012 NRC Picker Patient Satisfaction scores was completed.

Results/Outcomes: Data demonstrated an increase in patient satisfaction as compared to the previous year. NRC Picker Score result was 81.1 for 2011. With the change in the triage process the 2012 NRC Picker scores increased to 85.1. The national average for patient satisfaction in the emergency department is 60.5. Utilizing the Clinician greeter at the registration desk demonstrates an increase in patient and family expectation and overall satisfaction.

Implications: Patient satisfaction has become important in the provision of health care services. The patient’s overall perception with the no wait triage and immediate bedding positively impacts patient satisfaction in the emergency department. In addition a similar size free standing emergency department can utilize the clinician greeter to assist with throughput time and patient satisfaction scores.

Keywords:
Increasing Patient satisfaction re Triage Process
Repository Posting Date:
9-Dec-2013
Date of Publication:
9-Dec-2013
Conference Date:
2013
Conference Name:
2013 ENA Annual Conference
Conference Host:
Emergency Nurses Association
Conference Location:
Nashville, Tennessee, USA
Description:
2013 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at Gaylord Resort and Convention Center
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_GB
dc.type.categoryAbstracten_GB
dc.typePosteren_GB
dc.titleIncreasing Patient Satisfaction and Decreasing Emergency Department (ED) Throughput Times through Revision of the Triage Processen_GB
dc.contributor.authorMartin, Anita L.en_GB
dc.contributor.authorFreibott, Puneeten_GB
dc.contributor.departmentNon-memberen_GB
dc.author.detailsAnita L. Martin, MSN, RN, amartin1@StLukesHealth.org; Puneet Freibott, MSN, RN, CCRN, NE-BCen_GB
dc.identifier.urihttp://hdl.handle.net/10755/306617-
dc.description.abstract<p>Evidence-based Practice Abstract</p><p>Purpose: Increasing Patient Satisfaction by Changing Patients’ Perception of the Emergency Department Triage Process. In the past, a registration clerk asked the patient’s chief complaint for seeking treatment. The triage nurse was informed, and decided, based on acuity, to assign them to a bed or send them to the lobby. The lengthy triage process lead to decreased patient satisfaction scores. The purpose of this project was to change the patients’ expectation and perception of the triage process, as well as to increase patient satisfaction scores by improving “greet to treatment” times.</p><p>Design: Using patient discharge survey data from the previous 24 months, the triage process was redesigned so that the arriving patient was met by a clinician greeter at the registration desk. A quick triage was performed in less than two minutes and the patient was immediately assigned to an available bed. “No wait triage” streamlined the admission process and focused on patient safety.</p><p>Setting: An urban hospital affiliated free standing emergency department with approximately 15,000 visits per year.</p><p>Participants and Subjects: All patients who completed surveys mailed to their household following discharge.</p><p>Methods: A comparison review of the 2011 and 2012 NRC Picker Patient Satisfaction scores was completed.</p><p>Results/Outcomes: Data demonstrated an increase in patient satisfaction as compared to the previous year. NRC Picker Score result was 81.1 for 2011. With the change in the triage process the 2012 NRC Picker scores increased to 85.1. The national average for patient satisfaction in the emergency department is 60.5. Utilizing the Clinician greeter at the registration desk demonstrates an increase in patient and family expectation and overall satisfaction.</p><p>Implications: Patient satisfaction has become important in the provision of health care services. The patient’s overall perception with the no wait triage and immediate bedding positively impacts patient satisfaction in the emergency department. In addition a similar size free standing emergency department can utilize the clinician greeter to assist with throughput time and patient satisfaction scores.</p>en_GB
dc.subjectIncreasing Patient satisfaction re Triage Processen_GB
dc.date.available2013-12-09T17:00:48Z-
dc.date.issued2013-12-09-
dc.date.accessioned2013-12-09T17:00:48Z-
dc.conference.date2013en_GB
dc.conference.name2013 ENA Annual Conferenceen_GB
dc.conference.hostEmergency Nurses Associationen_GB
dc.conference.locationNashville, Tennessee, USAen_GB
dc.description2013 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at Gaylord Resort and Convention Centeren_GB
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission.en_GB
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