Project Final PPT

Defense Presentation Overview

  • Presenters: Hanan Kesserwan, Layal Olaywan, Tarek Moharram, Ali Awarki

  • Supervisor: Mrs. Zeinab Zahreddine

  • Jury Members: Mrs. Nahida Jomaa, Mr. Samer Hanna

  • Date: December 5, 2024

  • Topic: Optimizing Patient Satisfaction Through Emergency Department: Causes, Effect, and Solutions

  • Website: www.gates-group.com

Project Introduction

  • Focuses on hospital-wide patient satisfaction via the Emergency Department (ED), which is critical for shaping initial patient impressions.

  • Key Issue: Prolonged waiting times significantly impact the ED experience.

  • Analysis Duration: April to July 2024, targeting aspects affecting patient experiences.

  • Proposed Solution: Introduction of point-of-care testing (POCT) machines to decrease wait times and enhance satisfaction.

Objectives

  1. Analyze the impact of ED patient satisfaction on overall hospital ratings.

  2. Identify primary causes of dissatisfaction within the ED.

  3. Develop and assess an action plan to address significant dissatisfaction factors, considering overall hospital operations.

Tools and Methods

  • Data Collection: Patient satisfaction decreased from 91% to 81% in Q1 2024, with the ED rated at 80%.

  • Main Factors Identified:

    • Long waiting times due to high patient volume and overcrowding

    • Resource constraints as patient volume increases

    • Issues with triaging low acuity patients

    • Communication problems regarding wait times and care follow-up

Improvement Plan

  • Aim: Optimize patient flow and lower waiting times through clinical adjustments, including POCT implementation.

  • Goals Include:

    • Shortening ER waiting times

    • Enhancing department experience by improving patient flow

  • Metrics to Measure:

    • Waiting times, with a target of ≤ 4 hours

    • Periodic process audits and data validation

Proposed Solutions

  • POCT Benefits:

    • Speeds up patient decision-making through rapid results

    • Streamlines processes, improving overall efficiency and clinical outcomes

  • Technology Used:

    • I-STAT System: Portable analyzer that offers rapid testing on common tests.

I-STAT System Features

  • Advantages:

    • Rapid results (minutes)

    • User-friendly with minimal sample required

    • Quality control integrated in the testing process

    • Enhances patient flow and decision-making processes

Financial Impact

  • Comparison of average wait times before and after the implementation of the I-STAT system:

    • Before I-STAT: 65 minutes

    • After I-STAT: 7 minutes

  • Significant increase in net profit per test:

    • Before: $6.1

    • After: $9.6

    • Overall profit increase of 157% due to reduced costs and improved patient satisfaction

Implementation Requirements

  • Key roles including operational personnel and ongoing monitoring of performance indicators.

  • Establish policies for troubleshooting and competency assessments.

Conclusion

  • Implementation of the I-STAT system is expected to enhance patient satisfaction and boost hospital ratings.

  • Ensures efficient patient care delivery and satisfaction, leading to increased market share and improved hospital performance.

References

  1. Glickman SW, et al. Patient satisfaction relativity to clinical quality. Circ Cardiovasc Qual Outcomes, 2010.

  2. Boulding W, et al. Inpatient care satisfaction and hospital readmission. Am J Manag Care, 2011.

  • Website: www.gates-group.com

  • Thank You!