Focusing on the patient care experience in the ED

A positive experience for patients and staff

The emergency department is often the front door of a hospital, but long wait times, negative interactions with staff or a lack of clear, timely communication can easily lead to patient dissatisfaction and high left without being seen (LWBS) rates. Resulting low patient satisfaction scores can even put revenue at risk for failure to improve results under the CMS CAPHS program.


Philips Blue Jay Consulting understands that a welcoming environment and employee engagement can create consistent, positive patient experiences—vital to maintaining market share and enticing patients to seek further care at the facility.

White paper download: A system-wide approach to creating an exceptional Emergency Department patient experience

While visits to community hospital EDs increased by 47% from 1991 to 2012, the number of EDs decreased 11% over the same period¹.

Putting patient satisfaction first

We help organizations establish a positive experience for patients from their first touch point at the hospital. By equipping staff with the tools and support for respectful, informative interactions with patients, hospitals can see an increase in both satisfaction scores and return visits.

Our patient experience program is designed for maximum efficacy with minimal disruption to department activities. Program elements include:
 

  • Department/organization assessment to evaluate improvement opportunities, risks, and current patient experience data
  • Educational courses on best-practice patient experience tactics
  • Observation and validation in the patient environment to determine staff use of the tactics
  • Onsite training with leadership and staff
  • Reporting structures and scorecards

Patient experience improvement programs are most successful when backed by strong employee engagement and buy-in, as well as a commitment to process improvements to ensure its adoption.

 

Combined with a focus on quality care and timely services, patient experience improvement initiatives can also help healthcare organizations enjoy a competitive market advantage.

Elements of an effective patient experience program

Communication
Approachable staff members who educate and inform patients from first point of contact
Workflow
Optimized processes that strive for greatest efficiency, while always putting the patient first
Environment
A warm, friendly space where patients feel welcomed and comfortable with both staff and facilities

Elements of an effective patient experience program

Communication
Approachable staff members who educate and inform patients from first point of contact
Workflow
Optimized processes that strive for greatest efficiency, while always putting the patient first
Environment
A warm, friendly space where patients feel welcomed and comfortable with both staff and facilities

How we enable the transformation process

A targeted focus on the ED

Our nationally-recognized consultants are positioned to understand and address challenges unique to the ED environment. We bring a talented pool of emergency care expertise, as well as offer:
 

  • Consultants with active leadership roles in the national emergency care community.
  • Access to ED professionals and industry best practices.
  • A unique awareness of how the ED connects with and relies upon the operations of all hospital departments.
  • An interest in forming lasting relationships and building long-term teams among the staff members at each facility.
  • An ability to create strategies that remain effective long after we have completed our on-site engagements.

Experience Flow Mapping is a unique and structured methodology to provide an insights-based view of the patient journey and clinical processes. We map-out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations.

 

The experience flow map visually summarizes the patient journey, areas of concern, and the most impactful opportunities for improvement. These maps are usually the size of a meeting room wall.

Experience Flow Mapping is a unique and structured methodology to provide an insights-based view of the patient journey and clinical processes. We map-out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations.

 

The experience flow map visually summarizes the patient journey, areas of concern, and the most impactful opportunities for improvement. These maps are usually the size of a meeting room wall.

Experience Flow Mapping is a unique and structured methodology to provide an insights-based view of the patient journey and clinical processes. We map-out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations.

 

The experience flow map visually summarizes the patient journey, areas of concern, and the most impactful opportunities for improvement. These maps are usually the size of a meeting room wall.

Experience flow mapping

Our unique approach of Experience Flow Mapping is a structured methodology to provide an insights-based view of the patient journey and clinical processes and to graphically demonstrate areas of concern and opportunities for improvement. We map-out all of the data points and insights gained to document the patient journey and align it with the clinical workflows, technology utilized, and sources of data to visually summarize the most impactful opportunities for improvement.

Enhanced design

Through ‘enhanced design’, we evaluate the clinical environment from a holistic perspective. By defining the needs, hopes, anxieties and concerns from the various stakeholders (patients, clinicians and family members) we learn to improve their environment. We employ proven methodologies to assess the current situation, pinpoint areas we can positively influence and then offer recommendations for implementation. Insights are prioritized and translated into design drivers to create and build clinically and emotionally meaningful environments.

Experience Flow Mapping is a unique and structured methodology to provide an insights-based view of the patient journey and clinical processes. We map-out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations.

 

The experience flow map visually summarizes the patient journey, areas of concern, and the most impactful opportunities for improvement. These maps are usually the size of a meeting room wall.

Experience Flow Mapping is a unique and structured methodology to provide an insights-based view of the patient journey and clinical processes. We map-out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations.

 

The experience flow map visually summarizes the patient journey, areas of concern, and the most impactful opportunities for improvement. These maps are usually the size of a meeting room wall.

Experience Flow Mapping is a unique and structured methodology to provide an insights-based view of the patient journey and clinical processes. We map-out the data points and insights gained from deep data analysis as well as stakeholder interviews and workflow observations.

 

The experience flow map visually summarizes the patient journey, areas of concern, and the most impactful opportunities for improvement. These maps are usually the size of a meeting room wall.

Meet our team

Related Capabilities
 

Learn more about our healthcare transformation services for your organization

Customer stories in Healthcare management

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  • Improving the ED experience with interim leadership and process optimization

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    Explore how Philips BlueJay Consulting services provided executive interim management for the emergency department.

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1 Avalere Health analysis of American Hospital Association Annual Survey data, 2012, for community hospitals as reported by TrendWatch Chartbook 2014

*Results from case studies are not predictive of results in other cases. Results in other cases may vary