Revolutionary Approach to Emergency Room Scheduling at Mercy Medical Center, Redding CA
Explore how Mercy Medical Center in Redding, CA has transformed emergency room scheduling by allowing patients to book appointments, enhancing patient satisfaction, reducing wait times, and improving overall efficiency in the emergency department.
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Presentation Transcript
EMERGENCY ROOM SCHEDULING Mercy Medical Center, Redding Ca. Mistie Cruz Mistie.cruz@dignityhealth.org
WHAT? ER is taking appointments? WHY? Giving patients more control Convenience Choosing how they spend their wait time Both Clerical and Clinical anticipate arrival Good Morning Ms. Smith we were expecting you = INCREASED PATIENT SATISFACTION
MMCR ER Satisfaction Pre Implementation Prior to implementation non urgent (level 4-5) ranged from 2-4 hours Average daily Left prior to completing treatment after triage averaged 25 daily Our Patient Satisfaction surrounding I would recommend this facility or return for services ranged from 46-67 Percentile
MMCR ER Patient Satisfaction Today Average 15-20 appointments within 24 hour period In July Patient Registration Polite and Professional was ranked 4thwithin Dignity Overall ED Would Recommend or return for services continues to increase to 87th percentile
The Prep Marketing Patient handout The Mindset of Management and Team Workflow Registration Clinical Team Process
Volume Initial implementation (first 3 months) 3-5 appointments a week By month 6 we averaged 1-5 a day Going into our 2ndyear we average 15-20 daily appointments
The Difference Decrease of left without being seen (left after triage) Improved patient throughput Accountability Increased ER clinical and clerical collaboration
The Process Patient schedules the appointment online using preferred form of technology Fax appointment sheet prints and phone alert to ER Registration ER Registration places appointment on pink clip board for clinical Patient receives a call back from a 3rdparty call center phone assessment
Process Continued Patient presents and is greeted by ER Registration we are expecting you Quick Look RN completes initial assessment simultaneously PA assesses patient within 15 minutes Patient treat to street 30-60 minutes Identified Leaders receive patient feedback regarding each appointment (real time) email
Situation ER Saturation Identified Leaders have the ability delay or defer appointments sends electronic message Appointment times can be blocked
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