Overview
In an effort to improve patients’ experiences and to increase the system throughput in the emergency department (ED), a large urban hospital in central Staten Island, New York, turned to a successful health care consulting company to assist them in identifying key issues and to recommend changes in their system. At the time, the busy emergency department (ED) served about 200 patients per day. The high volumes, coupled with the chaotic service practices, contributed to the frustration of both the patients and the hospital staff.
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