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Burton Emergency Hospital Case

In: Business and Management

Submitted By mannvaish
Words 1555
Pages 7

The Burton Group of Hospitals in downtown Minneapolis has a patient satisfaction score of 55% compared to 80% in comparable hospitals in the area. Based on patient feedback, the three major complaints in rank order are long waiting, too much movement, and lack of patient focus. The daily census data indicates that 22% of the patients that came to the Emergency Department (ED) had simple fractures. The Hospital is located next to several recreational park systems, therefore the Emergency Department treats a significant amount of patients from recreational sports. Simple fracture procedure has the lowest satisfaction (40%) among the hospital patients.


We advise The Burton Group of Hospitals to reduce the waiting times of simple fracture patients by optimizing processes and following efficient practices, by reducing unnecessary patient and staff movement across the Emergency Department and by improving customer service through a patient-oriented culture. The proposed efficiency model can reduce the waiting time for simple fracture patients requiring procedure to just 123 minutes from 317 minutes. Our detailed recommendations for management are as follows:

* Reduce the long waiting times by optimizing processes and following efficient practices.
Long waiting times are patients’ biggest concern. Patients have to wait long since many processes in ED are inefficient due to duplication, disorganization and lack of technology. Eliminating data repetition and embracing technology powered best practices will help optimize processes and reduce lead times.

* Eliminate duplication of data in Triage:
In the triage area, the nurse documents the “History and Physical” (H&P) information about the patient on a sheet of paper, which takes up four minutes. Thereafter, the nurse enters the same information in EMR. This duplication…...

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