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Express care improves patient flow in the ED

Quality Improvement Report, July 1, 2008

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Sun Health Del E. Webb Hospital in Sun City West, AZ, was in trouble. From 2002 to 2007, the ED had seen an 87% growth in volume. Patient satisfaction was low, employee turnover was high, and most patients waited eight hours to be seen.

“Our patients hated us. They told us loud and clear on Press Ganey,” says Noreen Vanca, RN, BSN, MS, administrative director of emergency services at Sun Health.

Like many other ED managers, Vanca knew something had to be done. In 2006, she began implementing the concept of fast-tracking patients with minor and nonacute injuries.

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