Beyond the buzzwords: How narrating care can unlock ED throughput and inpatient flow
The emergency department (ED) is the front line of healthcare—a pressure cooker where efficiency is measured in minutes and impacts lives. We often focus on tangible metrics like bed turnover and door-to-doctor time. But a less quantifiable, yet equally crucial, factor is the process of narrating care. Prioritizing patient communication and understanding care being received can, surprisingly, unlock ED throughput and improve the transition to inpatient care, creating a smoother, more efficient, and ultimately more Human Experience.
The ED hustle
The ED is a complex, high-stakes environment. Healthcare professionals operate under immense pressure, juggling diverse patient needs and varying levels of urgency. Information flows rapidly, decisions are made swiftly, and the focus is often on speed. This urgency, while necessary, can sometimes lead to communication breakdowns and a disconnect from the patient's individual experience.
Narration of care
Narration of care goes beyond simply relaying medical facts. It involves crafting a narrative that resonates with the patient on a human level. It's about explaining procedures, test results, and treatment plans in clear, accessible language; acknowledging anxieties; validating concerns; and empowering patients to actively participate in their care. Think of it as weaving a story of healing, with the patient as the central character and the healthcare team as their trusted guides.
How narration of care improves inpatient transitions
While it might seem counterintuitive to dedicate extra time to patient communication in a time-sensitive setting, effective narration of care can actually improve ED throughput as well as the crucial transition to inpatient care in several ways.
- Reduced patient anxiety: When patients understand their situation, they're less anxious and more cooperative. This translates to smoother procedures, faster assessments, and improved adherence to initial treatment plans within the ED. A calm, informed patient requires less reassurance, freeing up staff time.
- Improved information flow: Clear explanations of tests and treatments reduce repetitive questions. This streamlines the ED process and ensures continuity of care when the patient moves to an inpatient unit. The receiving team also has a clear understanding of the patient's journey so far.
- Enhanced patient experience: Patients who feel heard and understood are more satisfied with their care. This creates a more positive experience in the ED and sets the stage for a smoother transition to inpatient care. A calmer environment benefits both staff and patients.
- Fewer inpatient readmissions: Comprehensive discharge instructions and follow-up care plans, explained clearly from the ED onward, reduce readmissions. This frees up resources and improves inpatient bed availability. A patient who understands their post-discharge needs is less likely to return to the ED or the hospital. Post-discharge communications also help prevent readmissions by addressing patient concerns before they escalate.
- Stronger patient-provider relationships: Trust fosters open communication, leading to more accurate diagnoses and effective treatment plans. This benefits the patient throughout their care journey, from the ED to the inpatient setting.
- Improved inpatient bed management: When the ED team has a clear picture of the patient's needs and communicates this effectively to the inpatient team, bed assignments can be made more efficiently. This reduces delays in transferring patients from the ED to the appropriate inpatient unit.
5 practical strategies for weaving the narrative
Implementing narration of care doesn't require a complete overhaul. Small, consistent changes can make a significant impact.
- Ditch the jargon in favor of plain language: Explain complex information in simple, easy-to-understand terms.
- Practice active listening, and show you care: Pay close attention to patient concerns, acknowledge their emotions, and respond with empathy.
- Explain the "why," not just the "what": Explain the rationale behind procedures and treatments.
- Encourage questions: Ensure patients understand the information provided.
- Standardize handoffs: Implement structured communication protocols for transferring patients from the ED to inpatient units. This ensures vital information is shared concisely and accurately.
The human factor in high-tech healthcare
In our tech-driven world, the human touch remains essential. Narration of care reminds us that behind every medical chart, there's a human being who needs not just treatment, but also understanding, compassion, and connection. By prioritizing narrating patient care, we can create a more efficient, human, and effective healthcare system, from the ED to inpatient units and beyond.
For more information on how Press Ganey can support your ED patient experience and clinical operations improvement efforts, reach out to a member of the strategic consulting team here.