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Managing wait times in urgent care

  • Jeanne Armstrong, M.D.
  • 03/01/2016

Have you noticed more advertisements from your local emergency and urgent care centers, talking about shorter wait times? It’s because healthcare organizations recognize that wait times play a significant part in satisfaction rates for patients and clinicians. Monitoring a patient’s experience throughout the visit can be challenging, especially if an organization must manage resources across multiple sites. Sharp Rees-Stealy (San Diego, California, U.S.A.) uses Allscripts TouchWorks® EHR and the Patient Tracking Board to improve the patient’s experience across its five urgent care settings. Improving patient experience in Sharp Rees-Stealy urgent care settings Through a quality-improvement initiative featured in a recent case study, the organization focused on three areas: intake, radiology and discharge. By streamlining these processes, Sharp Rees-Stealy has become more efficient and significantly increased patient satisfaction scores. The solution provides greater visibility as patients move through urgent care departments. […]

My introduction to population data and analytics came during my health systems and trauma care fellowship at Johns Hopkins. Having finished my master’s degree in Public Health, I was eager to bring together my interest in improving health systems and background in surgery to improve trauma care in Kenya. Unfortunately in Kenya, the burden of injury is poorly defined due to lack of data, and the concept of hospital quality improvement is still emerging. Setting up an injury surveillance system was the perfect opportunity to demonstrate the value of data by identifying and addressing gaps in care of the injured patient. As we started to collect clinical data on trauma patients we recognized inconsistencies in providers’ level of data collection expertise, resulting in numerous issues with the collection, entry and extraction of data. To overcome these issues, we transitioned from […]