Running with the idea of increasing transparency in the ER in efforts to educate people about how the ER triage system works, resolve the anxiety building questions of “why am I waiting?”, “how long do I have to wait?”, “why are people who have arrived after me going before me?”, “have I been forgotten?”, and ultimately educate people about other health care options that they may have depending on their situation we have developed the following models.
Triage Information Card: Given to each patient as they come in
- Information about triage
- What their triage level is (a pre-established system now being made transparent)
- Patient tracking number (that will be displayed on the waiting patient tracking monitor)
- Other resource (Insta-Care/Urgent Care/PCP) Information that outlines their function and the conditions they are able to treat.
- **Please note that the hospital logo used on the card is from the Television show “Scrubs” and it has no affiliation with this project.
Waiting Patient Tracking Monitor
- A television monitor mounted in visible locations within the waiting room
- Connected to the receptionist database and automatically updated as she puts in the patient information
- Patient Tracking Numbers are displayed in the order in which the patient will be called back to be seen
- Patient Tracking Numbers are de-identified and are NOT the same as the patient ID number and will not be used again in the hospital setting.
- Monitors can also include information regarding recent ambulatory intakes/number of rooms occupied, which will explain why someone has not been called back even though they are next on the list.
We are open to other ideas that may make these models more flexible, transparent, and implementable… any input is greatly appreciated!
“In 2001, the Institute of Medicine highlighted transparency as an essential component of a high-performing health care system.”
- Waiting For Medical News That Could Change Your Life - Better Health on Communication Strategy: From the Classroom to the Clinic
- Ann-Marie Walsh on Models to increase transparency in the ER waiting room
- Dom Regan on Models to increase transparency in the ER waiting room
- Peter Jones on Communication Strategy: From the Classroom to the Clinic
- Lee Brennan on Models to increase transparency in the ER waiting room