Breaking Traditions: Improving the Patient Experience in the Emergency Department

2.50
Hdl Handle:
http://hdl.handle.net/10755/344132
Category:
Abstract
Type:
Poster
Title:
Breaking Traditions: Improving the Patient Experience in the Emergency Department
Author(s):
McGaughan, Susan
Lead Author STTI Affiliation:
Non-member
Author Details:
Susan McGaughan, MBA, RN, NE-BC, sue.mcgaughan@hhchealth.org
Abstract:
Evidence-based Practice Abstract Purpose: The traditional triage model is outdated, and no longer supports the needs and expectations of our patients. The "Physician First" process was implemented to reduce the patient's wait time for receiving care, and improve our efficiency of delivering care. Our focus was a parallel, rather than linear, method of delivery. Design: This was a performance improvement project designed to provide personalized coordinated care whereby a multi-disciplinary team initiates delivery of services within thirty minutes of arrival. Setting: We a community based emergency department with annual visits of 57,000. Participants/Subjects: All emergency department patients seeking care. Methods: The emergency department made a commitment to improve the patient experience with a new, innovative triage process. We had set a goal that 85% of our patients would be seen by a physician within 30 minutes of arrival. In this time frame, initial evaluation will be conducted by a physician in triage and treatment will be started including x-rays, IVs, medications, and diagnostic testing. The triage process is now parallel where we bring all of our services directly to the patient. We developed a streamlined process for appropriate designation and placement of patients utilizing ESI (Emergency Severity Index) acuity levels. Our new process of care delivery has eliminated unnecessary or redundant steps that do not add value to patient care. Results/Outcomes: Our results include improvements in door to room time, decreasing from 29 minutes in 2009 to 6 minutes in 2013, and the time from room to physician decreased from 68 minutes in 2009 to 18 minutes in 2013. The overall percentage of patients seen within 30 minutes of arrival increased from 32% in 2009 to 88% in 2013. According to our independent patient satisfaction survey, we ranked in the 49th percentile nationally in 2011 for ED overall rating. As of December 2013, we are ranked in the 86th percentile nationally for ED overall rating. Implications: Our "Physician First" process has reduced the wait time and improved efficiency of the care we provide to our patients. Our team has learned to work smarter, not harder, to improve patient satisfaction. Our multi-disciplinary team conducts ongoing evaluation of our "Physician First" process and makes changes based on analysis of the percentage of patients seen within 30 minutes as well as patient satisfaction results.
Keywords:
Patients in the ED; Improving ED Experience
Repository Posting Date:
4-Feb-2015
Date of Publication:
4-Feb-2015
Conference Date:
2014
Conference Name:
2014 ENA Annual Conference
Conference Host:
Emergency Nurses Association
Conference Location:
Indianapolis, Indiana, U.S.A.
Description:
2014 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at the Indiana 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. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_GB
dc.type.categoryAbstracten_GB
dc.typePosteren_GB
dc.titleBreaking Traditions: Improving the Patient Experience in the Emergency Departmenten_GB
dc.contributor.authorMcGaughan, Susanen_GB
dc.contributor.departmentNon-memberen_GB
dc.author.detailsSusan McGaughan, MBA, RN, NE-BC, sue.mcgaughan@hhchealth.orgen_GB
dc.identifier.urihttp://hdl.handle.net/10755/344132-
dc.description.abstractEvidence-based Practice Abstract Purpose: The traditional triage model is outdated, and no longer supports the needs and expectations of our patients. The "Physician First" process was implemented to reduce the patient's wait time for receiving care, and improve our efficiency of delivering care. Our focus was a parallel, rather than linear, method of delivery. Design: This was a performance improvement project designed to provide personalized coordinated care whereby a multi-disciplinary team initiates delivery of services within thirty minutes of arrival. Setting: We a community based emergency department with annual visits of 57,000. Participants/Subjects: All emergency department patients seeking care. Methods: The emergency department made a commitment to improve the patient experience with a new, innovative triage process. We had set a goal that 85% of our patients would be seen by a physician within 30 minutes of arrival. In this time frame, initial evaluation will be conducted by a physician in triage and treatment will be started including x-rays, IVs, medications, and diagnostic testing. The triage process is now parallel where we bring all of our services directly to the patient. We developed a streamlined process for appropriate designation and placement of patients utilizing ESI (Emergency Severity Index) acuity levels. Our new process of care delivery has eliminated unnecessary or redundant steps that do not add value to patient care. Results/Outcomes: Our results include improvements in door to room time, decreasing from 29 minutes in 2009 to 6 minutes in 2013, and the time from room to physician decreased from 68 minutes in 2009 to 18 minutes in 2013. The overall percentage of patients seen within 30 minutes of arrival increased from 32% in 2009 to 88% in 2013. According to our independent patient satisfaction survey, we ranked in the 49th percentile nationally in 2011 for ED overall rating. As of December 2013, we are ranked in the 86th percentile nationally for ED overall rating. Implications: Our "Physician First" process has reduced the wait time and improved efficiency of the care we provide to our patients. Our team has learned to work smarter, not harder, to improve patient satisfaction. Our multi-disciplinary team conducts ongoing evaluation of our "Physician First" process and makes changes based on analysis of the percentage of patients seen within 30 minutes as well as patient satisfaction results.en_GB
dc.subjectPatients in the EDen_GB
dc.subjectImproving ED Experienceen_GB
dc.date.available2015-02-04T11:27:04Z-
dc.date.issued2015-02-04-
dc.date.accessioned2015-02-04T11:27:04Z-
dc.conference.date2014en_GB
dc.conference.name2014 ENA Annual Conferenceen_GB
dc.conference.hostEmergency Nurses Associationen_GB
dc.conference.locationIndianapolis, Indiana, U.S.A.en_GB
dc.description2014 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at the Indiana 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. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.en_GB
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