ED management : the monthly update on emergency department management
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A new survey from Press Ganey Associates shows that ED managers are becoming increasingly adept at implementing strategies to improve communications with patients, which in turn, increases satisfaction. Here are some approaches recommended by ED managers: * Apologize for long waits, and do not get into an argument with the patient over the delay. * Use announcements in the waiting room and signs in patients' rooms to announce long waits, and keep patients updated. * Always overestimate the time it will take to obtain test results.
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Posting wait times in an urgent care center certainly can make patients happier--but don't expect it to shorten the waiting times in your ED. Patient populations in EDs and urgent care centers are entirely different, and they rarely will overlap in terms of where they seek care. Some EDs post waiting times in their lobbies, but this can be a two-edged sword as patients will take those times literally. With technology advancing and more patients becoming Internet-savvy, web postings of ED waits may be just a matter of time.
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One ED boosted its patient satisfaction rate from the 30th percentile to the 96th percentile, just by placing a physician in triage. Here are some tips for implementing this process, which also will have a significant impact on your bottom line. ⋯ Order tests while patient is still in triage. If your ED has a fast-track area, send low-acuity patients there to be seen by a physician or PA.
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Having the same diversion policy as neighboring facilities will enhance communications during stressful periods and minimize the likelihood that more than one ED will go on diversion at the same time. Establish a Code Purple to indicate that your ED is at capacity and requires cooperation from other hospital departments. ⋯ If no other facilities can accommodate your needs, go on Code Orange (disaster alert) rather than on diversion. This will activate your disaster plan and enable you to call in extra staff.