The consultants gathered feedback from the caregivers, asking them to identify specific barriers to providing quality, efficient care to patients. 250+ barriers were identified, prioritized on key areas, and workgroups were formed to address the issues.
The triage team focused on improving the front end processes. This included triage education, customer service for arriving patients, and redesigning the lobby. The throughput team concentrated on realigning the zones of care, addressing the arrival patterns of the patients and staffing to meet the demands.