Metropolitan area hospital
in California
Annual ED Visits: 12,000

The Challenge To continue fulfilling its mission as the full-service walk-in emergency department of this major metropolitan area in Califronia, this hospital turned to EmCare ®, a national, full-service emergency department management firm to reduce length of stay (LOS) in the ED and improve patient satisfaction.

The Solution The hospital relied on EmCare to recruit an expert onsite medical director, plus qualified advance practice providers and then to support the process through regional leadership and national resources. EmCare's site medical director, ED staff and providers immediately noticed the leadership commitment to quality and efficiency.

The SMD and chief nursing officer of the hospital meet regularly to ensure that physician initiatives and nursing goals work in tandem. They developed a great team with a lot of trust between the nursing staff, medical staff and hospital staff. 

Monthly work group meetings for clinicians in every department that impacts the ED were held to develop and evaluate new strategies. A number of those new strategies focused on the patients' experience. The department initiated 100 percent rounding on admitted patients, and the CNO worked with staff to conduct daily post-discharge callback.

Another strategy focused on communicating with patients to better manage their expectations while waiting for treatment. Waiting patients are constantly updated on what to expect, making them a part of the process to reduce LOS. EmCare also conducted an operational analysis to eliminate the time-consuming steps, particularly during the admissions process, which impeded patient throughput.

The Results
The relationship yielded the following results:

  • Press Ganey patient satisfaction scores increased to the 90th percentile.
  • The hospital has exceeded California's average for "Doctor's Communication" and "Would Recommend" indicators.
  • The hospital has met or exceeded CMS core measures for treating patients with acute myocardial infarction and community acquired pneumonia.