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Design and Implementation Projects Southern California Client This premier hospital in southern California was founded in 1892 and is a not-for-profit, 525 bed facility, with 65,000 Emergency Department visits per year, the largest in the area. In addition, their Center for Trauma Care treats more than 700 patients per year. EMPATH was asked by this hospital to undertake a comprehensive study of the Emergency Room and hospital care delivery processes last year. EMPATH completed an ER and Hospital Process Diagnostic and Treatment Plan there. Through this process, the hospital articulated a strong commitment to quality patient care and customer satisfaction. EMPATH developed recommendations to redesign and realign all aspects of the patient flow processes to achieve the targeted hospital goals of customer satisfaction, stakeholder loyalty and financial viability. Senior leadership has articulated a vision of the "Best ED in Southern California" in cycle time, hospital capacity and customer satisfaction. EMPATH was requested to assist in the redesign and implementation of the recommended changes to facilitate the achievement of this vision in a 10-month timeframe. Between August 2002 and January 2003, implementation of more than 2200 changes in job tasks and patient care processes were carried out, involving more that 2600 staff members throughout the organization. Customer satisfaction increased from the 15th percentile to 80th percentile, ambulance diversion dropped by 80%, inpatient bed identification time dropped by 95%, and emergency department volume increased by 25%. These results have been sustained today; over two years after EMPATH completed the project.  "This is the most successful project I have seen at the hospital. It brought back some consistency to procedures, and people are starting to welcome the consistency. Staff used to do things the 'old hospital' way; now there is a central focus, now there's not a choice to do it your own way; people are accepting the new way, and I am happy to see it."— Inpatient RN, Ortho-Neuro "It took something like EMPATH to come in here and tackle these problems that seemed so simple but were horrendously difficult - more difficult than I ever thought they would be. A big part of it is the cultural changes - that was a major reason why we needed someone like EMPATH to come in… to have EMPATH come in and offer the Board a method to accomplish what was done."— Emergency Department Physician  |
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