MESSAGE FROM QUINT
DELIVER EXCELLENCE IN THE ED

In health care, we have many front doors that don't include the hospital lobby. Our front door to patients is the physician office. And the ambulance. But especially the Emergency Department (ED). In fact, the ED accounts for between 40 to 50% of admissions at typical hospitals.

When we work with organizations that are trying to improve inpatient satisfaction, we find that excellence in the ED is crucial. Otherwise, inpatient nurses are already in service recovery mode within the first few minutes that they receive a patient. EDs are also key when it comes to the community's perception of a hospital or system. Typically, an Emergency Department sees seven to eight times as many patients as clinicians do on the inpatient side. For better or worse, word of mouth about a patient care experience spreads.

When we exceed patient expectations, they sing our organization's praises and are highly loyal to those that served them well. If such loyalty grew your ED volume even 1%, think of the positive financial impact on your organization.

This issue of Hardwired Results is organized to give you proven tools and tactics to hardwire excellence in the ED: to serve patients better; improve the quality of clinical care; increase efficiency, increase volume and grow ED revenue.

I hope you find it helpful.

Yours in service,

Quint Studer
CEO, Studer Group
Quint@studergroup.com

P.S. To learn more, I encourage you to attend Studer Group's upcoming two-day Institute "The Nuts and Bolts of Service and Operational Excellence in the Emergency Department" Feb. 28 to March 1 in Nashville, TN.

Studer Group encourages
you to share your comments,
feedback, and suggestions.
Please send comments to
Quint@studergroup.com

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