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Web site spotlight: Express care improves patient flow in the ED

Nurse Leader Weekly, July 28, 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. The system involves physicians or care providers getting together with patients as early as possible to identify which of those are easily-treatable.

Using this approach, Vanca has seen dramatic results. Patient satisfaction at Sun Health now ranks in the 97th percentile, compared to the first quarter of 2006, when the ED had an average of 8% satisfaction.

Editor's note: This excerpt was adapted from the article, "Express care improves patient flow in the ED: Segmenting improves quality, satisfaction" featured in The Reading Room on HCPro's new online resource center, www.StrategiesForNurseManagers.com. Get a free trial membership that will give you 30 days to test drive all the exciting features on the Web site.

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