Parrish Medical Center Emergency Department Creating Solutions for ER Performance

TITUSVILLE, FLA. (June 20, 2024)—Parrish Medical Center (PMC) Emergency Department (ED) team recently completed a two-day Gemba and Lean Six Sigma Workshop focused on creating solutions for ER wait times. The workshop was led by TeamHealth, PMC’s longtime national emergency physician service provider partner, specifically Theresa Tavernero, RN, PhD, MBA, TeamHealth Senior Vice President Performance & Innovation Consults.

Leveraging TeamHealth’s national emergency department efficiency expert, the intensive two-day workshop included ED leadership, doctors, nurses, techs as well as clinical and nonclinical representatives from each department involved in the care of ED patients such as lab, imaging, case management, registration, patient experience, etc. Using Lean Six Sigma process improvement principles, including Gemba Walk, (term used for a management practice to understand the current situation through direct observation and inquiry before taking-action), the team was empowered to innovate and to challenge conventional ED operational practices to create patient-centered solutions that not only tackle ER wait times, but that streamline overall operational efficiency and improve patient experiences.

According to the recent independent operational review of PMC operations, as compiled and published by PYA (which can be found here), the average time PMC patients spend in the ED before leaving the visit is 152 minutes (sometimes referred to as door to discharge time). “This is slightly higher than, though similar to, PMC’s peers.” The team has established a goal to reduce that time to 138 minutes or less while also improving overall patient satisfaction.

Left to Right: Dr. Manoj ‘Manny’ Gupta (Regional Medical Director, TeamHealth) and Christopher Rajan, DO (Emergency Department Medical Director, Parrish Healthcare)

“Change doesn’t happen overnight, but our Care Partners are excited to test and implement the workflow improvements they have identified,” said Parrish Medical Center Chief Nursing Officer Lisa Dickerson, MBA, BSN, RN.

“The enthusiasm and engagement of everyone involved once again demonstrates the level of commitment our family of Care Partners has to providing the very best possible patient care and to our mission—healing experiences for everyone all the time; it is one more reason, I, am Parrish proud,” added Dickerson.

“We are routinely impressed by the dedication of the Care Partners within PMC, and we are proud to partner with the hospital on this important initiative to continue our long-standing partnership,” said Dr. Manny Gupta, TeamHealth’s regional medical director. “We believe the exercise TeamHealth led with the PMC team will further our shared ambitions of continuous ED improvement for patient experience and high-quality patient outcomes.”