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Patient Experience Project Yields Impressive Results in Rural Emergency and Inpatient Departments

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Palestine Regional Medical Center, a 160-bed rural hospital in eastern Texas, sought to improve patient experience after the tumult of the COVID-19 pandemic. Working collaboratively with their emergency medicine and hospitalist partner, TeamHealth, the facility embarked on a process improvement project to enhance patient experience and sustain performance.

The Challenge

Palestine Regional Medical Center is in a rural area of eastern Texas. As such, the hospital faces many common challenges, from recruiting difficulties to nursing shortages and unpredictable patient volumes. However, the emergency department (ED) and inpatient units sought to improve and refocus efforts on patient experience after the COVID-19 pandemic. The facility relies heavily on word-of-mouth community recommendations, which makes patient experience a high priority.

The team implemented initial improvement efforts that began an upward trajectory, including hourly rounds and hardwired bedside reports. These efforts gave them an initial boost, and, searching for further support, the facility engaged their emergency medicine and hospitalist physician partner, TeamHealth, to conduct a collaborative patient experience project.

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