1. EMERGENCY ROOM SCHEDULING
Mercy Medical Center, Redding Ca.
Mistie Cruz

2. 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

3. 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 Percentile

4. MMCR ER Patient Satisfaction Today
Average 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

5. The Prep Marketing The Mindset of Management and Team Patient handout
Workflow
Registration
Clinical Team
Process

6. 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 daily appointments

7. The Difference Decrease of left without being seen (left after triage)
Improved patient throughput
Accountability
Increased ER clinical and clerical collaboration

8. 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

9. 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 minutes
Identified Leaders receive patient feedback regarding each appointment (real time)

10. Situation “ER Saturation”
Identified Leaders have the ability delay or defer appointments – sends electronic message
Appointment times can be blocked

11. ???????????????????
QUESTIONS