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Sisters of Charity Hospital

Walk Through the Door and We Will Take Care of You

Patients who leave an Emergency Department without treatment (LWOT) decrease patient satisfaction, are a potential source of liability and represent a loss of revenue. LWOTs are usually indicative of inefficient and ineffective processes. While some management firms tout “tested” remedies for LWOTs, the BEA team takes a fresh approach with each of our hospital partners—we believe that each hospital has unique personnel, physical plant challenges, established procedures, patient expectations, etc. In our experience, reducing LWOTs requires a customized, holistic approach.

At Sisters of Charity Hospital in Buffalo, New York, the LWOT was averaging 4 percent. BEA took the time to understand the issues that were negatively impacting the Sisters Hospital ED, and then worked with the medical staff, support staff and administrators to address them. Today, the LWOT is stable at 1 percent—and additional programs are being implemented to continue to reduce or eliminate them.

The first step to improvement always begins with leadership and teamwork. Dr. Tanvir Dara, Medical Director of the Sisters Hospital ED, forged an excellent relationship with the Nursing Management Team and together they developed a shared vision for the Emergency Department. Additionally, strong relationships were established with all levels of the hospital administration and other departments that interact with the ED.

After a detailed assessment of the Sisters Hospital ED, some of the tactics and programs implemented to impact LWOTs include:

  • Creation of a six-bed Express Care Unit designed for quick turnaround of low acuity patients
  • Credentialing of physicians to perform bedside ultrasound testing to speed the time to diagnosis
  • Implementation of programs designed to improve physician communication and interaction
  • Addition of Greeter position
  • Addition of Patient Advocate

“The improvement in LWOTs is impressive,” said Dr. Dara. “By taking a team approach, everyone in the ED and many others throughout the hospital, were invested in the process and committed to creating true change.”