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The consulting team completed a thorough assessment of the ED and identified two major areas of operational improvement opportunity: front-end processes and throughput once the patient entered the treatment area.
The ED leadership team lacked organization and clearly defined roles, which contributed to failure of process improvement attempts and the staff to view leadership as inconsistent and not credible.
Philips Blue Jay Consulting provided an interim director who identified gaps in accountability and disparity of leadership skills. The consultant modeled consistent, clear, and effective communication and an organized approach to process change.
Shared governance was implemented to define responsibilities and the team was reorganized to improve communication, role clarification, and accountability. This provided a clear expectation of duties and responsibilities for daily operations. Corrective action processes were implemented and accountability was emphasized to sustain the agreed process improvement changes.
Monthly staff meetings and shift huddles were implemented to share compliance information, data on process improvements, wins and team celebrations, and other information to keep the staff informed. Recruitment and retention of staff was a priority, team interviewing was used to select new team members, and preceptor-based orientation supported a consistent onboarding process. These changes were well-received by the staff.
* Results from case studies are not predictive of results in other cases. Results in other cases may vary.
Will Stewart, MSN, RN, CEN, EMT-LP, NE-BC Senior Consulting Manager
Will brings decades of experience in helping EDs improve patient satisfaction, throughput, cost reduction, and charge capture. He has helped reduce left without treatment rates by as much as 80%. He leverages performance improvement to achieve results while providing focus on safe care and excels at mentoring new leaders.
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