Emergency Services Satisfaction
To further build on recent improvements in customer-service scores, Emergency Department staff at Tuality Community Hospital have implemented a new Rapid Care Unit to speed up wait times for non-critical patients. This allows ambulatory patients to be treated by nurse-practitioners and medical assistants in a separate “urgent care” area of the department. The new unit follows on the heels of another recent improvement, where some patients can be taken directly to a bed, bypassing the usual triage process, during less busy times when extra beds are available. Overall, managers work with staff to define problem areas, identify resources, and encourage direct staff intervention and resolution of issues, in ways that improve patient experiences.