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Montefiore Health System Transforms the Emergency Department Patient Experience

Hospitals endeavor to streamline their emergency departments (EDs) and improve the patient experience while maintaining a high level of care. In 2013, Montefiore Health System (MHS) transformed a failing 150-bed hospital into the first freestanding ED approved by New York State: Westchester Square ED.

Patients are seen immediately by medical staff, initiating effective triage, including faster ordering of lab tests and X-rays. Only a few patients daily require medical procedures, surgeries, or long-term observation. Less complex, same-day procedures are moved to an outpatient facility, meaning fewer surgical patients enter the hospital, leaving those resources for critical patients. If patients need a primary care doctor, ED staff will schedule patients to be seen within 48 hours. An onsite ambulance provides 24/7 transfers for hospital admissions.

In 2013, 13,000 patients visited Westchester Square; this year 36,000 are expected, a 175% increase. Door-to-doctor wait time is around 20 minutes, compared to more than 60 minutes before MHS took over the facility. Total ED time for the average patient is about 120 minutes, down from 250 minutes in 2013. According to Press Ganey, ED patient satisfaction at Montefiore Medical Center is ranked among the top 5% in the nation.

For more information, contact Laura Ruocco, Manager, Public Relations, Montefiore Health System, at (718) 920-4712 or at laruocco@montefiore.org.

View the original article, published by the New York Post.