ED management : the monthly update on emergency department management
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Waiting times in the ED can be reduced by making better use of triage nurses as greeters and by giving them more authority to send patients directly back to open beds. The VHA network of hospitals reports average waiting times of less than an hour with expanded use of triage nurses. Assign nurses to specific rooms so the triage nurse can hand off patients efficiently. Provide account numbers as soon as the patient comes in the door.
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Patient satisfaction can be improved with more attention to interpersonal skills and catering to the concerns that most patients have about emergency care. Staff may resist the idea at first but can be convinced to try it. ⋯ Managers should role model the changes they want. The environment of the waiting room and other areas also is important.
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Overcrowding in the ED starts in other areas of the hospital. Alert those areas and ask for help when the patient load is increasing. ⋯ Ask physicians to round earlier than usual and discharge patients. Seek ways to improve efficiency in other departments.