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Emergency Room Utilization: Developing a Team Approach to Address Overcrowding Factors That Increase Wait Time

Wednesday, January 14, 2009 1:30-3:00 p.m. Eastern
Also Available in Training DVD, On-Demand, and CD-ROM Format.

Register today and save by contacting 888-446-3530 or by visiting:

Use Preferred Customer Code: ERULCH
for special $267 pricing through January 9, 2009.

A number of factors contribute to the overcrowding of emergency rooms, according to a new study by University of Michigan researchers that was funded by the Robert Wood Johnson Foundation. Beyond emergency room use for non-emergent cases, other factors that are contributing to a rise in ER use and a decline in patient satisfaction include understaffed inpatient hospital wards, ER closures, a shortage of inpatient beds, a growing elderly population with chronic illnesses and population growth in general.

The current economic conditions will force increasing numbers of individuals to rely on emergency care, according to a new Report Card on the State of Emergency Medicine by the American College of Emergency Physicians.

During Emergency Room Utilization: Developing a Team Approach to Address Overcrowding Factors That Increase Wait Time, a 90-minute webinar on January 14, 2009, three industry insiders will describe the strategies that their organizations have implemented to improve throughput in the ER to increase efficiencies, reduce costs and improve patient outcomes and satisfaction.

Cindy Rentsch, clinical director of emergency services at Edward Hospital, along with Joan Heater, director, Banner Gateway Medical Center and Kevin Roche, director of the management engineering program at Banner Gateway Medical Center, will describe:

  • Building a culture of customer service and patient satisfaction in the emergency room;
  • Creating effective communication strategies among the ER staff and between the staff and patients that yield results;
  • Serving the needs of the urgent and the non-urgent patients satisfactorily in the ER;
  • Implementing strategies and tools that measure and audit performance in the ER;
  • Creating a dashboard to track department operations;
  • Adapting Edward Hospital's Door to Doc methodology for many populations and patient volume levels; and
  • Analyzing the bottom line impact on improved performance.

Delaying of healthcare for economic reasons is causing volatility in hospital emergency room volumes that is expected to intensify. To handle staffing, equipment and treatment challenges posed by these census variations, hospital EDs must rethink processes and protocols, says Cindy Rentsch. For a preview of the types of strategies that Rentsch will describe in the webinar, you can listen to a pre-conference interview online at:

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Melanie Matthews
Executive Vice President
The Healthcare Intelligence Network