Specialized Emergency Department Coaching

Approach

Studer Group Emergency Department Expert Coaching includes:

• A comprehensive assessment of:
  • ED Operations
  • ED Medical Staff
  • Flow and Throughput Processes
• ED Principles and tactics built upon Studer Group's successful Evidence Based Leadership^SM model and Must Haves®
• On-site coaching to develop and implement a customized work plan to achieve agreed upon outcomes and sequencing for success, constructed in partnership with ED leadership
• As needed: speaking, small group presentations, leadership development sessions and "train the trainer" classes to assure education and understanding of tools and tactics necessary to transform your ED

Results

Achieve dramatic and wide-ranging faculty specific results across all pillars in 18-24 months.

• Finance – lower "left without treatment" rates, higher upfront collections, improved hospital and physician revenue and less potential for litigation
• Growth – quicker access to timely care, higher patient revenue associated with new flow procedures, dramatically improved community preference for your ED and attending medical staff's perception of the hospital
• Quality – reduced door to doctor, doctor to disposition and disposition to discharge times and fewer unplanned returns to ED within 48 hours
  • Improve ED perception of care to get higher HCAHPS results in all ten composites
• Service – higher patient satisfaction, stronger physician collaboration, and fewer patient complaints
• People – lower employee turnover, higher employee and physician satisfaction and lower overtime and agency costs

Studer Group's Emergency Department Experts

Stephanie Baker , RN, MBA, CEN

As leader for Studer Group's Emergency Department service line and account leader, Stephanie's results speak to her ability to motivate senior leaders and staff, implement evidence-based tactics, drive accountability and create a culture of "always." In addition to serving as national keynote speaker for Studer Group's two-day Excellence in the Emergency Department Institute, Stephanie is also the author of best-selling Excellence in the Emergency Department: How to Get Results. As a frequent contributor to Journal of Emergency Nursing, readers voted her 2010 article on bedside shift report one of the "Top 25 hottest articles" of the year. Stephanie's philosophy is "Sometimes we only get one chance." Her goal is to make a difference with every patient every time.

Regina Shupe, RN, MSN, CEN

With more than 20 years experience in emergency, trauma, and critical care clinical nursing and nursing leadership, Regina Shupe currently coaches several large academic medical centers as well as more than 1,200 ED physicians in over 400 emergency departments via National EmCare. As a result, Regina offers her partners exceptional depth and breadth of experience. She is also a frequent speaker at Studer Group's Excellence in the Emergency Department Institute and is best known for her great sense of humor and results-driven approach.

Faye Sullivan, RN

As a registered nurse with 30 plus years in healthcare, Faye is well-versed in a broad spectrum of care settings ranging from outpatient clinics and EDs to ICUs. She also brings special expertise in driving financial and operational results in the ED. In fact, in 2010, Faye's partners collectively earned over $8 Million in return on investment through her coaching with improved quality, efficiency, and retention of high performers. As winner of Studer Group's Flame Award in recognition of her overall service to partners and colleagues, Faye is dedicated to helping leaders reconnect to their passion to make a difference in the lives of patients.

Wolf Schynoll, MD, FACEP

In addition to leading his ED to the 99th percentile in patient satisfaction and receiving a Teacher of the Year award from University of Wisconsin Medical School (Eau Claire), Dr. Schynoll is a practicing ED physician and serves as a Studer Group coach and speaker. He has worked with many physician groups throughout the country to improve patient, physician, and staff satisfaction results. His focused physician presentation topics include AIDET^SM training and validation, patient satisfaction, and the journey towards physician service and operational excellence, among others.

Dan Smith, MD

As a practicing physician in emergency medicine for the past 14 years, Dan Smith, MD has also served as director of his organization's emergency medicine satisfaction program since 2007, quadrupling the ED physician group's patient satisfaction through leadership, analysis, intervention, and training of ED physicians. Dan is also an accomplished Studer Group ED coach and national speaker, offering popular on-site presentations connecting service, satisfaction, and clinical quality.

What Partners Say

Improved Cycle Time and Virtual Capacity

"Studer Group's focused coaching and wide national experience has reduced our admission cycle time by 32 percent for 48,000 ED patients per year and improved our virtual capacity with Super Track and Fast Track by 18 percent for low acuity patients. We're thrilled that our ED physicians have also recently partnered with Studer Group through TeamHealth. Now our goals, collaboration, and Must-Have behaviors are aligned organization wide for leadership that delivers quality clinical outcomes for patients. It's a strategic competitive advantage that also puts us at the 99th percentile for patient satisfaction (January 2011)."

Darrell Brackett, EMT-P, MBA, Director, Emergency Department
Parkwest Medical Center, Knoxville, TN

Building a Patient-Centered ED

"Changing culture is difficult. But Studer Group's flexible, accountable ED coaching model delivered early wins that quickly aligned front-line staff, nurse leaders, and physicians. (We see 50,000 patients annually.) We used “push to full” to reduce Left Without Seen to two percent: more than a $1 million ROI based on average ED visit charges. Hardwiring AIDET, key words, and leader rounding on patients moved us from the 9th to the 99th percentile in patient satisfaction despite a 25 percent volume increase. Best of all, we have sustained and improved these results over time while also spreading these best practices to other EDs in the hospital system and community."

Kris Powell RN MSN CEN NEA-BC, Director of Emergency Services
Baylor University Medical Center, Dallas, TX

What Attendees Say after attending an ED Institute:

"Outstanding content and value - can't wait to get back and put some of these aspects into practice."

Ludi Jaguinas, MD
Yale New Haven

"The entire conference was excellent. Very knowledgeable speakers - Never looked at the clock - engaging - exciting - enthusiastic - and palpable feeling of encouragement of optimism. A must for every leader."

Karen P. Haywerd, RN, Nurse Manager
Lahey Clinic, Burlington, MA

"Excellent Excellent Excellent! I realize I need to evaluate where we are and focus on key initiatives."

Allison Turniey, Director Emergency Services
Palmetto Health Richland

Insights on Hardwiring Excellence in the ED

Journal of Emergency Nursing Publishes Three Studer Group Best Practices for Excellence in the ED

• Rounding for Outcomes: An Evidence-based Tool to Improve Nurse Retention, Patient Safety, and Quality of Care
  Journal of Emergency Nursing, Volume 36, Issue 2, March 2010, Pages 162-164
  Learn how rounding on staff reduces employee turnover; how leader rounding on patients improves quality of care; and why rounding in the reception area reduces Left Without Seen patients. This article explains how it works and offers a recommended sample rounding log. (Download the log for free.)

• Post-visit Phone Calls Save Lives, Improve Clinical Outcomes, and Reduce Readmissions
  Journal of Emergency Nursing, Volume 36, Issue 3, May 2010, Pages 256-259
  This article details how and when to make post-visit calls in the ED, who makes the calls, how to track the calls, and what to do before you begin making calls. You’ll learn how post-visit calls deliver a strong return on investment in higher patient satisfaction, lower readmission rates, higher employee engagement, fewer patient complaints, and greater patient loyalty and market share.

• Bedside Shift Report Improves Patient Safety and Nurse Accountability
  Journal of Emergency Nursing, In Press
  This article explains how using bedside shift reports in the ED responds to national patient safety goals, gives back more time to staff, and increases patients’ involvement in their plan of care. Tips on how to successfully implement bedside shift reports and what to do before you begin are also included. A sample ED bedside shift report using SBAR(T) format and bedside report dashboard are included. (Download the sample bedside shift report for free.)

Note: Due to the journal’s copyright and distribution restrictions, each of the articles may be purchased at ScienceDirect for $31.50.

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