Case Studies

Emergency Service Partners has the privilege of partnering with top-quality healthcare institutions that are dedicated to excellence within the Emergency Department. These case studies are the result of joint efforts between hospital administration, nursing, staff, and Emergency Service Partners.

Case Study #1
Customer Service

Case Study #2
Customer Service

Case Study #3
Customer Service

Case Study #4
ED High Alert Program

Case Study #5
Virtual ED/Emergency Physician in Triage

Case Study #6
ESP Scribe Program

In the first three case studies, our collaborative efforts identified three areas that directly relate to customer service within the Emergency Department. These include Left Without Being Seen (LWBS), Turn Around Time (TAT) and Patient Satisfaction Survey Results (Provided by Press Ganey at the three case study hospitals). Case Studies 4, 5 and 6 demonstrate how ESP developed programs to manage unnecessary Emergency Department visits, ease overcrowding and the utilization of scribes.

"Key advantages displayed by ESP include excellent patient care standards, quality board certified physicians, commitment to a superior patient care experience, strong medical staff leadership and committee participation and cost effective care."
John Brindley, President/CEO, Seton Medical Center, Seton Northwest and Seton Southwest

Case Study #1: Emergency Department Customer Service

EMERGENCY DEPARTMENT SETTING:

  • Suburban/Community Hospital
  • 32,000 annual visit Emergency Department
  • 19 ED beds (13 Main ED beds and 6 Fast Track beds)

CHALLENGE:

  • Decision made in early 2007 to improve Turn Around Times (TAT)
  • Reason - this time had steadily increased and needed focus

EFFORTS:

  • First step - Fast Track Turn Around Times (TAT)
  • Designated specific nurse and tech to Fast Track
  • Assigned physician/mid-level goal to get time to 90 minutes
  • Followed weekly with PI meetings and monthly at ED physician meetings
  • Best time obtained was 86 minutes
  • Next focus was admissions
  • Cooperation from inpatient side through hospital administration
  • Time elements broken into each process:
    • when admission decided
    • when bed available
    • when report called
    • when floor came to get patient
  • ESP Emergency Physician (TAT Champion) was key for day-to-day monitoring and support
  • Each time was evaluated to determine needs for focus with significant improvement in Turn Around Time (TAT) of inpatient
  • Success in maintaining weekly meetings when needed, involving multidisciplinary team as needed
  • Administrative involvement all helped in this success as well as ongoing PI meetings and interest
  • Support through the ED physician meetings

RESULTS:

95th percentile ED patient satisfaction rank and decreased TAT!!!