Gaston Memorial Hospital

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Patient satisfaction rose from 16th percentile to 99th, as measured by Press Ganey

• ED volume grew from 70,000 to 90,000
• LWT rate dropped from 12% to <1%
• Turnaround averages less than 200 minutes for all patients
• Ambulance diversion has been eliminated
• Average admission per day has grown from 45 to 65
• ED is now profitable for the hospital

Before EMP came on board, the community, medical staff and patients had an increasingly poor perception of Gaston Memorial Hospital. High levels of LWT and low levels of patient satisfaction, as evidenced in a 16th percentile ranking by Press Ganey, underscored the problem.

EMP worked with Gaston Memorial Hospital to decrease wait time through a new model of care delivery EMP calls PhysicianFirst. With PhysicianFirst, patients see a physician before they are even registered. A physician, nurse, paramedic and technician evaluate the patient and can order tests, perform EKGs and start IVs immediately, reducing the overall length of stay and increasing patient care and safety. Patients are registered bedside after the initial evaluation has been completed. The effect on key benchmarks is dramatic. Over a two-year period, patient satisfaction skyrocketed from the 16th percentile to the 99th percentile as measured by Press Ganey.

EMP's expertise in staffing and management has also had a significant impact on Gaston Memorial. Over a two-year period, EMP increased the number of full-time board certified residency trained EM physicians from 11 to 33, while eliminating part time help. Shortly after coming on board, EMP led a two-day workshop for the entire department that focused on serving patients. Participants included all departments that impact the delivery of emergency care: nursing, radiology, lab, security, guest services, and housekeeping. By the end of this two-day symposium, staff had the tools they needed to redefine the way they were perceived by the community and to own the process of recovery. The results were exceptional. Both staff and patient satisfaction have increased and staff turnover has been minimized.

EMP has partnered with Gaston Memorial Hospital since 2005.