Optimal Teams and Performance Feedback Drive Improvements in Processing Measures
The ED at ProMedica Toledo Hospital, a Level I trauma facility in Toledo, OH, has been able to chart impressive metrics on patient processing measures year after year. Administrators credit an overhaul in their triage process, a comprehensive approach to providing staff with regular feedback on their performance, and a system that relies on optimally sized teams to deliver care. Department leaders are hoping to boost patient satisfaction scores with an initiative that will leverage champions, fresh metrics, and a new mission statement to highlight the importance of the patient experience.
- Hospital administrators report that the median door-to-bed time in the ED is 23 minutes, and the median bed-to-physician time is eight minutes.
- The median length of stay for all ED patients stands at 121 minutes, and hospital administrators note that the ED’s leave-without-being-seen rate tends to hover beneath 1%, far below the national average.
- The ED uses a zone system that can adjust from two to five zones, depending on patient volume. The charge nurse is responsible for assigning patients to specific zones for care.
To get staff buy-in, ED administrators note personnel should understand the reasoning behind performance initiatives.
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