MESSAGE FROM QUINT

Recently, I was reviewing emergency department data for a number of our client partner hospitals that showed a clear correlation: As ED patient satisfaction rises, so does inpatient satisfaction. As Stephanie Baker, Dr. Jensen and Dr. Mayer explain in our cover story, "Hardwiring Flow in the Emergency Department," the ED in an average hospital accounts for 50 percent of admissions.

It makes sense then that to grow patient satisfaction, loyalty, and volumes hospitalwide, it’s critical to make a strong first impression with patients in the ED. But that can be challenging, right? The pressures on EDs are worse than ever, with overcrowding at the top of the list!

That’s why we’ve dedicated this issue of Hardwired Results to practical tools, tips, and tactics that improve flow in the ED while also increasing patient satisfaction, building growth, and delivering strong return on investment in real, green dollars.

For example, you’ll read about how hourly rounding on patients moved one ED from the 6th percentile to the 99th while creating a $1.6 million positive financial impact. You’ll get tips from experts on making effective post-visit phone calls to create highly loyal patients. And you’ll find out how "AIDET" can reduce Left Without Seen patients dramatically to recoup otherwise lost revenue. Plus, CEOs share top tips on how to improve performance in the ED. Experienced nurse leaders offer time-tested techniques on how to remove barriers to excellence.

If these case studies pique your interest, I’d encourage you to attend Studer Group’s two-day institute "The Nuts and Bolts of Operational Excellence in the Emergency Department," May 5 to 6 in Richardson, TX. That’s how many of these leaders got started. (I would also encourage you to take advantage of our ED assessment. Contact Marcie Rohleder for details.)

Yours in service,

Quint Studer
CEO, Studer Group
Quint@studergroup.com