Wait times in emergency departments (ED) can be frustrating for patients, families, and clinicians. As a result, some patients leave the ED without even being treated. Nyack Hospital decided to improve the situation and reduce wait times by making a pledge that anyone seeking treatment at the ED would be seen within 30 minutes.
The hospital staff re-engineered ED processes and began posting the ED wait time on their website. As a result of the new 30-minute standard, more people are choosing to be treated at Nyack Hospital and patient satisfaction has significantly increased. In addition, the hospital gained another huge reward; the success of this initiative was the impetus for a continuous improvement revolution at Nyack Hospital which has been applied to multiple projects, such as achieving on-time starts in the operating room and cutting costs for specimen processing in the clinical lab.