Healthcare performance improvement in the ED
Improving the patient experience and patient throughput in the Lakeland Regional Medical Center ED
Despite investing in healthcare performance improvements such as mobile Ultrasound (US) units with wireless capabilities, Lakeland was still experiencing challenges with delivering services for the ED within the target timeframe. Several issues were identified as possible causes of delay. Philips was asked to provide external validation of the identified issues and to make recommendations for additional improvements in ultrasound exam efficiency in the ED. Our project recommendations focused on mitigating delays while improving patient throughput and the overall patient experience. The subsequent improvements resulted in Lakeland winning EmCare’s 2014 Genesis Cup Award for ED Innovations*.
The Philips team provided a thorough analysis and astute performance recommendations. As a result, we made several changes that helped us to significantly improve our workflow and our patient care experiences.”
Maureen Leckie, RN, MSN, Associate Vice President of Clinical Operations
Lakeland Regional Medical Center
Our approach
Following a project and scope review, our consulting team recommended a short-term performance improvement engagement to provide a rapid assessment. A collaborative Philips-Lakeland project team including clinical staff and members of management agreed to the key project goals:
Key recommendations
Bases on Philips analysis the following recommendations were made: • Improve alignment between triage and ultrasound to reduce non-value travel time and improve resource utilization • Relocate and reconfigure the technologist workstation to allow two techs to utilize the space at once • Modify the existing ultrasound room, bathroom, and probe cleaning area to streamline patient care • Improve the ultrasound area assets to reduce rework • Divert patients to the most appropriate care level to streamline workflow
Results
Lakeland implemented many of the Philips recommendations including:
These changes have resulted in immediate improvements* including:
Meet our team
Julie Collins, BSN
Consulting Manager
Healthcare Transformation Services, PhilipsJulie brings vast experience as a performance-driving healthcare administrator with leadership expertise in operations, nurse management, and radiology administration. She is known for maximizing efficiency and productivity and focusing on long-term goals. She has a successful track record of identifying and developing key improvement opportunities to drive performance and increase efficiency with patient throughput and developing new service lines leading to increased revenue. She holds an MBA and a BS in nursing.
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Mel Allen
Principal, Practice Operations
Healthcare Transformation Services, PhilipsMel has decades of experience in healthcare management with expertise in oncology, radiology, cardiology, hospital performance improvement, and health law. He holds a Juris Doctorate from Concord Law School, an MBA from Oklahoma City University, and a bachelor’s degree in radiological science from the University of Oklahoma.
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*Results from case studies are not predictive of results in other cases. Results in other cases may vary.
