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 4th within Dignity Overall ED Would Recommend or return for services continues to increase to 87th percentile

The Prep Marketing The Mindset of Management and Team Patient handout 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 2nd year 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 3rd party 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

??????????????????? QUESTIONS