Emergency department: Reducing waiting time for lower acuity patients

The emergency department (ED) is an indispensable part of most hospitals worldwide that delivers immense value to patients and clinicians alike. The stressful and high-pressure nature of the work carried out by ED medical and administrative staff can make it difficult for them to continuously assess and consider process improvements that may positively impact their day-to-day activities. The ED is visited by patients who vary in the urgency of their need for treatment. As part of the triage process, a considerable amount of patients are considered low- or medium-urgency cases, which can be labeled as low priority, leading to overcrowded ED facilities and waiting areas that eventually cause increased pressure on ED staff, longer wait times, and higher leave-without-being-seen rates. This paper: (i) introduces a model applying technology to streamline the ED admission process by merging processes for registration and measuring vital signs, (ii) uses expert assessments to engage in the beginning of the process, and (iii) presents methods to better utilize new or existing waiting areas for patient treatment. Implementation of the model targets a better allocation of scarce resources to minimize overcrowding, reduce waiting times, and improve discharge rates, thereby increasing patient satisfaction.