Holy Redeemer Emergency Department Wins Statewide Operational Excellence Award

Meadowbrook, PA—Holy Redeemer Hospital’s Emergency Department sees nearly 30,000 patients each year. Like any Emergency Department, some patients leave without treatment. A project undertaken by Holy Redeemer staff in 2009 was successful in cutting in half those who left without treatment, during a time in which Emergency Department patients increased by 10%.  This highly successful program was recognized by the Hospital & Healthsystem Association of Pennsylvania (HAP) 2010 Achievement Awards in the category of Operational Excellence.

“It’s important that all those who come to the Emergency Department be medically evaluated before leaving,” said Henry Unger, MD, Chair, Department of Emergency Medicine and Associate Medical Director of Holy Redeemer. “Without a screening examination, a patient who leaves the ER is at risk for an adverse outcome. Since our goal is to provide high quality care for all patients who come to our ER we launched a collaborative effort.”

“Our goal was to provide our patients with the best experience possible by offering rapid access to appropriate care in the most effective way possible,” said Claudia Flanagan, RN, nurse manager in Holy Redeemer’s ED. “We worked as a team to determine why patients would leave before receiving treatment, and devised ways to make the patient’s path through the Emergency Department as smooth as possible.”

Research entailed every job within the ED, with staff doing role playing to determine the best path of patient care and communication. Holy Redeemer added the role of Greeter to the ED; the Greeter serves as a liaison between families in the waiting room and the patient. Physician staffing was increased during the peak hours, and a Certified Nurse Practitioner was assigned to the ED during the busiest times to assist “fast track” patients. A second triage area can also be set up during times of extremely high volume.

The result: at the end of 12 months, Holy Redeemer cut in half the number of patients who left without treatment. Customer service remains outstanding, and patient satisfaction with the service is high.

"These programs are examples of the commitment hospitals and health systems make-every day, in good times and bad--to their patients, communities, and employees," said HAP President and CEO Carolyn F. Scanlon, who announced the awards on June 1. "They are among the most innovative and creative in the health care field, and we salute their accomplishments."

Holy Redeemer Health System

With an emphasis on providing a continuum of care, Holy Redeemer Health System remains true to the mission to care, comfort and heal that its sponsors, the Sisters of the Holy Redeemer, began in our region in 1924 – to provide high quality, compassionate care. Today, Holy Redeemer offers a wide range of healthcare and health-related services, including an acute care hospital, home health and hospice services, two skilled nursing facilities, assisted living, a retirement community, low-income housing, an active living community, and a transitional housing program for homeless women and children. With corporate offices in Huntingdon Valley, PA, Holy Redeemer Health System is a Catholic healthcare provider, serving southeastern Pennsylvania and 11 counties in New Jersey, from Union County south to Cape May County.

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