The North Campus and Downtown Campus emergency departments (EDs) at NCH Healthcare System (NCH) were experiencing lower than desired patients satisfaction scores as well as high turn-around times, door-to-doctor times, and left without being seen (LWBS) rates.
The hospital selected TeamHealth because of its reputation for helping hospitals improve patient satisfaction levels and quality of care.
To kick-start our efforts, the ED team at NHC and TeamHealth fostered a feeling of shared ownership for the improvement program by jointly presenting the hospital’supper management with an operational assessment and comprehensive process redesign. The primary goal was to create a new patient-centered flow for the ED.
Nine countermeasures (detailed below) were implemented to meet the end-target goal of increasing patient satisfaction scores to the 90th percentile. In addition, a board displaying the performance scores was posted in each ED so the target objects were kept top-of-mind.
- Create an ED Action Team
- Enhance charge nurse role
- Shorten the triage process
- Implement direct bedding 24/7
- Realign provider staffing
- Conduct ESI level training
- Realign RN staffing
- Establish discharge/disposition room
- Establish rapid treatment protocols for ESI levels 4 and 5
The countermeasures realigned the ED’s focus and achieved strong results, as noted at left. Most importantly, patient satisfaction significantly improved from the 17th percentile to the 99th percentile.
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