Improving Metrics


Measuring quality, value and safety is the first step to improving it. EmCare understands the value of metrics in helping clients reach their goals for patient care. We also take our role in helping improve metrics very seriously.

EmCare dedicates a team of experienced, highly-qualified nurse leaders, Directors of Clinical Services, to work with clients on matters of process improvement that impact metrics and patient care. As a group, these nurse consultants form EmCare’s Performance Assessment Consulting Team, EmPACT.

The EmPACT team works with administrators, nurse leaders and medical directors to identify patient care goals and benchmarks. The team facilitates training and process improvement for client hospitals using EmCare training resources such as:

  • Patient safety
  • Lean
  • Value-Based Purchasing (VBP) and HCAHPS
  • Communication and collaboration
  • Triage guidelines
  • Utilization
  • Throughput and patient flow

EmPACT can be your hospital’s best connection to improving metrics, efficiency, compliance and patient satisfaction.

Assessments and Strategic Action Plans

One of the many benefits for clients is the opportunity for on-site analysis by the EmPACT team. The assessments are typically focused on eliminating inefficient steps in the care delivery process, ultimately improving the patient experience, hospital performance and staff satisfaction. In particular, areas such as registration or the admissions process are carefully evaluated. When issues are identified, the EmPACT representative works with the hospital to develop a strategic action plan which outlines the steps needed to make corrections.

Some of the services that may be included in an EmPACT review are:

  • Operational assessment
  • Lean event
  • Patient flow redesign
  • Standardization and utilization review
  • Addressing predictable quality issues
  • Departmental metric analysis and strategic planning support


Facilitation of lean methods for healthcare can reduce non-productive losses, eliminating many of the factors which lead to higher costs and lower performance. Lean identifies and eliminates those processes that cause waste and/or redundancy. It turns the focus to delivering value and patient-centered care including decreasing wait times, reducing costs and improving quality which is important in all areas of patient care.

EmCare has conducted hundreds of lean consultations for emergency departments nationwide and extends the analysis to inpatient units to help improve patient flow. Lean is also being applied successfully to the operating room (O.R.) by our anesthesia teams to standardize processes and reduce waste. The EmPACT team collaborates with the hospital’s frontline staff to facilitate lean events as needed to help streamline processes and improve practice performance. The result of EmCare’s approach to lean is more efficient clinical departments focused on excellence with significantly increased satisfaction among staff, physicians and patients.

What could your hospital be losing if your E.D. is not running at peak efficiency? Check out our Cost of E.D. Inefficiency calculator.

Adding Value

The rules are changing rapidly in healthcare. As we near the two percent mark for CMS penalties and bonuses, value-based purchasing measures are significantly impacting hospital reimbursement. Access to knowledgeable teams and other resources helps EmCare-affiliated clinicians and partners understand the nuances that impact successful performance. As CMS modifies its criteria for reimbursement, EmCare can help hospitals respond accordingly. You will find a focus on safety, efficiency, outcomes, patient experience and process of care throughout EmCare resources.


Source: CMS and Studer Group

As a national organization with many facets, EmCare is perfectly positioned to develop and share best practices, tools and tactics in ways that help hospitals achieve and sustain clinical, service and operational excellence.

As value-based purchasing piles on the pressure to improve performance, here are some examples of how EmCare is helping client hospitals deliver better value:

  • Specialized lean training and facilitation across specialties for EmCare service lines improves efficiencies and helps eliminate waste, ultimately improving the patient experience
  • EmCare is serious about safety, from compliance to core measures to risk mitigation, affiliated physicians get access to the training they need to help promote patient safety
  • EmCare’s Door-to-Discharge® with RAP&GO™ collaboration support capabilities integrates emergency physicians and hospitalist to function as one team so the patient enjoys seamless and expeditious care
  • EmCare Integrated Services enables EmCare to incorporate emergency, hospital medicine, anesthesiology, surgery, radiology and teleradiology services in ways help hospital partners improve healthcare delivery
  • Empowering physicians with data such as key metrics, productivity reports and real-time service feedback is key to aligning physicians with hospital goals
  • Assistance with strategic planning customized to hospital size, case mix, payor mix, etc. to address payment reform and new payment models.
  • Expert advice on EMR implementation and documentation improvement from clinical and operational experts working with clients nationwide
  • Tools and training for professional physician-patient communication and improving the patient experience and educating physician leaders on web-based reporting for quality and satisfaction

Technology that supports physicians may be the key to keeping pace with the demands. EmCare continues to make advances in systems and resources to outpace the challenges. For example, we offer proprietary technology to help improve process flow (RAP&GO), systems that help hospitals build loyalty with referral sources (DASH) and effective methods for reducing losses and improving patient safety (PAT Clinic programs). Supporting metric improvement with technology that helps alleviate some of the administrative tasks for clinicians is crucial to improving value.

If you are looking for new ways to improve patient care, patient safety and the patient experience, take a look at EmCare. With a fresh perspective on value-based purchasing, physician integration, metric improvement, leader evaluation, accountability and more, EmCare is Making Healthcare Work Better.

Is your E.D. Lean?


Statistics from the Centers for Disease Control and Prevention (CDC) show that, on average, patients in an emergency department wait 58 minutes before seeing a physician. However, many patients refuse to wait that long and leave prior to treatment, resulting in the loss of revenue and low satisfaction scores for the hospital. To address these challenges EmCare® uses lean methodologies, to achieve positive results in patient throughput and improved patient satisfaction.

Use our Lean E.D. Checklist to rate your emergency department.