Posted: 3/31/2014
In January alone, the volume in the Urgent Care Emergency Department (UCED) averaged 240 patients a day – the same as some emergency departments. Despite the increasing numbers, the team has learned how to better serve patients by introducing three new processes: surge, super track and provider in triage.
The surge process is implemented during periods of heavy patient volume. In order to handle the load, UCED staff converts exam rooms into areas where nurses assess the patients, providers perform the medical screening exams and order any necessary testing while designated scribes take notes to quicken patient chart documentation.
The process has helped reduce bottleneck and overall dwell times. As a result, the UCED has been able to serve patients faster and more efficiently.
The team has also focused on a “super track” approach to patient care. Patients are now designated to be treated in super track rooms, which allows for providers to address similar concerns quickly and efficiently. This has also resulted in shorter discharge times for patients and helped staff use resources more efficiently.
A third process, provider in triage, has helped UCED staff identify the sickest patients first so they can immediately be escorted to the main Emergency Department. The triage process also allows for tests and lab work to be ordered and processed so when the patient receives a full medical exam, the results can be available in a shorter time period. The increased efficiency has increased both patient and staff satisfaction.
Additionally, the UCED extended its hours a year and a half ago to better meet the needs of our patient population. Staff serves patients 6 a.m. – midnight, Monday through Friday, 6 a.m. – 8 p.m. on Saturdays and 8 a.m. – 8 p.m. on Sundays. Hours are extended as necessary during periods of heavy volume. For example, in January, hours were extended until 2 a.m. on a couple of weekdays to better serve patients.
“The team has really worked together to implement these changes and make the patients’ experience better,” said Gina Donahue, RN, Emergency Department Service Manager. “At the end of the day, what’s important is doing what is best for our patients.”