Hospitals in pursuit of excellence

More than a Stopwatch

When an employee found directions in her hospital?s emergency department?with directions to other hospital EDs on it?she knew patient flow needed improvement. The employee was Kathleen Besson, vice president, ambulatory services, at CaroMont Health in Gastonia, N.C. Previous attempts at improving throughput, which included using stopwatches, ?focused on numbers not patients,? says Besson. She led an improvement project that focused on the role of organizational cultural in improving patient flow in the ED at 435-bed Gaston Memorial Hospital. CaroMont Health?s goals included reducing high rates of ambulance diversion and patients leaving without being treated, as well as increasing patient satisfaction scores. By realigning the ED?s front end, involving every hospital department and every staff, and using performance metrics to create ?healthy competition,? each goal has been met. The hospital has improved patient flow while also increasing patient volume in the ED. For more information, contact Besson at kathleen.besson@caromonthealth.org.