Increasing Patient Satisfaction and Decreasing the “Left Without Being Seen” Rate through Standardized Waiting Room Patient Rounding

2.50
Hdl Handle:
http://hdl.handle.net/10755/306618
Category:
Abstract
Type:
Poster
Title:
Increasing Patient Satisfaction and Decreasing the “Left Without Being Seen” Rate through Standardized Waiting Room Patient Rounding
Author(s):
Freibott, Puneet; Freeborg, Suzanne
Lead Author STTI Affiliation:
Non-member
Author Details:
Puneet Freibott, MSN, RN, CCRN, NE-BC, pfreibott@stlukeshealth.org; Suzanne Freeborg, RN-BC
Abstract:

Evidence-based Practice Abstract

Purpose: Patient rounding was implemented in an effort to decrease the “Left Without Being Seen” (LWBS) Rate in the Emergency Department (ED). Patients who leave the ED without seeing a physician could potentially negatively impact their health. The LWBS rate also negatively impacts ED revenue and patient satisfaction scores.

Design: This is a safety and quality improvement project. Patient Rounding is performed in the triage area on waiting room patients during the peak hours of the ED.

Setting: The ED is a non-designated, urban ED in a large Texas city. The national benchmark for LWBS is 3 patients per 100 ED visits. The current LWBS rate at the project facility is 4 patients per 100 visits.

Participants/Subjects: The patients were waiting to be seen by an ED physician in the ED waiting room.

Methods: A select group of nurses were chosen to reevaluate the waiting room patients. A standardized tool was developed so that the nurses could track and collect data on the patients on whom they rounded. Additional data included the patients’ arrival time, Emergency Severity Index (ESI), and any discovered safety issues. Other data, such as vital signs, standing delegation orders or other interventions, were documented in the electronic medical record.

Results/Outcomes: The effectiveness of the intervention was measured by comparing facility scores to the national benchmark for LWBS rates to determine if there was a statistical difference in the LWBS rate before and after initiation of rounding. Data suggests a decrease in LWBS after implementing patient rounding. Rounding on the patients in the waiting room had a positive impact on both patient satisfaction and the LWBS rate of the department. Potential safety concerns were also identified by the nurses that conducted patient rounding.

Implications: The LWBS rate decreased from 4% before patient rounding to 2% following the institution of standardized patient rounding. Patient rounding allowed for the patients to ask additional questions that might not have occurred to them during the triage process Patients were updated about treatment delays and were reassessed, enabling early identification of deterioration in patient’s condition since their arrival in the ED.

Keywords:
Patient Rounding to decrease LWBS
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 the “Left Without Being Seen” Rate through Standardized Waiting Room Patient Roundingen_GB
dc.contributor.authorFreibott, Puneeten_GB
dc.contributor.authorFreeborg, Suzanneen_GB
dc.contributor.departmentNon-memberen_GB
dc.author.detailsPuneet Freibott, MSN, RN, CCRN, NE-BC, pfreibott@stlukeshealth.org; Suzanne Freeborg, RN-BCen_GB
dc.identifier.urihttp://hdl.handle.net/10755/306618-
dc.description.abstract<p>Evidence-based Practice Abstract</p><p>Purpose: Patient rounding was implemented in an effort to decrease the “Left Without Being Seen” (LWBS) Rate in the Emergency Department (ED). Patients who leave the ED without seeing a physician could potentially negatively impact their health. The LWBS rate also negatively impacts ED revenue and patient satisfaction scores.</p><p>Design: This is a safety and quality improvement project. Patient Rounding is performed in the triage area on waiting room patients during the peak hours of the ED.</p><p>Setting: The ED is a non-designated, urban ED in a large Texas city. The national benchmark for LWBS is 3 patients per 100 ED visits. The current LWBS rate at the project facility is 4 patients per 100 visits.</p><p>Participants/Subjects: The patients were waiting to be seen by an ED physician in the ED waiting room.</p><p> Methods: A select group of nurses were chosen to reevaluate the waiting room patients. A standardized tool was developed so that the nurses could track and collect data on the patients on whom they rounded. Additional data included the patients’ arrival time, Emergency Severity Index (ESI), and any discovered safety issues. Other data, such as vital signs, standing delegation orders or other interventions, were documented in the electronic medical record.</p><p>Results/Outcomes: The effectiveness of the intervention was measured by comparing facility scores to the national benchmark for LWBS rates to determine if there was a statistical difference in the LWBS rate before and after initiation of rounding. Data suggests a decrease in LWBS after implementing patient rounding. Rounding on the patients in the waiting room had a positive impact on both patient satisfaction and the LWBS rate of the department. Potential safety concerns were also identified by the nurses that conducted patient rounding.</p><p> Implications: The LWBS rate decreased from 4% before patient rounding to 2% following the institution of standardized patient rounding. Patient rounding allowed for the patients to ask additional questions that might not have occurred to them during the triage process Patients were updated about treatment delays and were reassessed, enabling early identification of deterioration in patient’s condition since their arrival in the ED.</p>en_GB
dc.subjectPatient Rounding to decrease LWBSen_GB
dc.date.available2013-12-09T17:00:49Z-
dc.date.issued2013-12-09-
dc.date.accessioned2013-12-09T17:00:49Z-
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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