We have designed a few prototypes for our project. They are pretty well explained in the powerpoint below. Prototypes to increase transparency through education
1. Patient information Card
This informs the patient their triage level and what the levels symbolize –> gives them a better understanding of why they’re waiting, why the guy next to them got called in first also he arrived later, and what exactly is considered emergent.
Could this open eyes to the true purpose of the ER and discourage misuse (intended or unintended)???
2. Patient Tracking Board
This is essentially the same concept that you have seen in locations like Verizon Wireless or recently renovated DMVs. The patient, knowing their tracking number, will see it up on the screen and see that they are 4th on the list to be seen. This will give them a relative idea of when they will be seen so that they can relax knowing they will be there for a while and not disappointed every time the nurse steps through the door to call the next patient through. They will also see if persons who were triaged at a more sever level were place ahead of them. This is ALREADY happening in the ER. Patients are being ranked and seen as according to the severity of their situation… but currently they have NO IDEA when they will be seen, why others are being seen before them, or how exactly the system works.
Could the knowledge of a relative time frame serve two purposes? 1. reduce anxiety while increasing understanding 2. encourage the use of other (more appropriate) facilities that could possibly see them quicker than waiting for the 10 others on the list ahead?
3. Poster of Triage Information
This is similar to the card… essentially serves the same purpose.
and on a different note
4. Education Syllabus for High School education Adult Roles/ Heath Class
This would be directed toward educating the soon to be adults how the health care system works, how they can receive the health care they will need and in the appropriate locations, how they can help them selves, increase their understanding of OTC medicines and treatments, and make them more knowledgeable and aware of what to do in emergent situations.
Is this where the education needs to begin so that we have a more informed patient who takes responsibility for her/his health and understands the resources out there and how to use them appropriately? Is this being taught? And if so… where?
All input greatly appreciated
SWOT ANALYSIS
Idea: Mass distribute information that has both the proper use of the ER as well as other places to go in the instance that unplanned, non-emergent, health care is needed.
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Tagged with: ER Alternatives
We brain-stormed every possible reason that someone could use the ER (listed below). The majority are based on actual patient ER visits. We grouped all of the reasons into groups and then from there determined where we could intervene. The area we chose to tackle was that of: Lack of knowledge and education of how to utilize the Health Care System and its resources. The possible locations to intervene were:Education prior to the problem/need occurrence and Post-treatment education for future problems/needs. A more detailed chart of our reasoning behind this can be seen in our final-fall-poster.
Reason 1:
Legitimate use of the Emergency Room
Chest Pain
Stroke
Trauma
Shortness of Breath
Heart Attack
Severe blood Loss
Diabetic Coma
Reason 2:
Intentional Abuse
Quick narcotic drugs
Quick in an out
1-stop shop
Medical bill payments aren’t aggressively pursued
Immediate attention given regardless of complication
No place to go to rest and let body heal
Safety Net
Reason 3:
Lack of knowledge of other resources
Warmth, Shelter, and Food
Don’t have a Primary Care Physician
No Co-Pay up front
Don’t know what is wrong with them
Family have always gone there for sickness
Need prescription for routine medications
Where else do I go?
Minor illness-headache, sore throat, stomach ache, back pain, fever
No place to go to just rest and let body heal
Most common diagnosis: Chest pain, abdominal pain, upper respiratory
Can’t judge whether their illness is manageable or a true emergency
No info that can help to pre-determine the health problem
Doctors refer to ER if it appears risky and cannot afford malpractice
Doctor’s office message machine says- Hang up and Call 911
Fractures and Sprains
Has the technology to answer the questions
Chronic illness
Safety Net
STD testing
Reason 4:
Monetary Benefit
No Co-Pay up front
Can’t afford to go to a ‘quick clinic’
Medical bill payments aren’t aggressively pursued
Insurance covers more if it is an ER visit
Can’t find a primary care doctor that accepts your insurance
Physicians don’t accept Medicaid because it pays poorly
Reason 5:
Psychological Component
No place to go to let body rest and heal
Need someone to take care of them because they do not know how
Think you really do have an emergency- when it is only minor
Lonely and want someone’s attention
The intention behind this project is to tackle the persistent problem of misuse of the Emergency Department. We determined that the patient experience revolves around how a patient both is and feels cared for. However, patients usually leave the ER not feeling cared for, as their needs could have been better served elsewhere. In other words, the patient is not emotionally cared for, which is the second integral component to a positive patient experience.
The factors of ER misuse lead to higher healthcare costs for everyone, a jaded, unmotivated staff, longer wait times, and overall lower quality of care. An area that we feel that we can intervene in this problem is the concept of patient education. Patient education regarding the differing sectors within the healthcare system is integral to decreasing the amount of ER misuse. We feel that patients need to be educated on what is and isn’t a true emergency and where a more appropriate facility is that can meet their needs better in the future. By increasing public knowledge about alternative resources it can be predicted that waiting times/occupancy in the ER will be decreased, ER staff will have rejuvenated motivation which will lead to more positive patient interactions, healthcare costs will decrease, more patients will have Primary Care Physicians who will know them as both a patient and as a person, and patients will feel empowered by making decisions and being involved in their own healthcare. Most importantly, the patient experience will be improved, because by going to the appropriate facility the patient’s needs will be met, and therefore he or she will both be cared for and feel cared for.
We are seeking input on modes of educating the community on proper ER use as well as alternative resources for non-emergent needs. Have you seen progress in this area made? What other ways have been introduced or implemented to decrease inappropriate ER use which can lead to a poor patient experience? All input regarding our idea and/or intervention suggestions is greatly appreciated!
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