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HBOK 1-493

Title No Longer Waiting for Answers
Author(s) John Schooley
Source Quality Progress
Topic Organizational Culture

Performance Improvement

Change Management

Abstract The emergency department (ED) at Presbyterian Hospital in Charlotte, NC, was frequently overcrowded. Patients who became tired of waiting often left the hospital without being seen and misdirected their anger toward doctors and nurses. The ED was in need of a culture change to improve the quality of patient care and the morale of the staff. Baseline data and value-stream maps pinpointed areas on which to focus efforts to improve patient flow and waiting times. Ten major improvement projects were undertaken, in addition to other small improvement efforts. Changes in the ED began to shape the culture of the entire hospital because the results were so dramatic. Over the past year, the leadership team has become more flexible, patient-oriented, and accountable. In addition, a continued focus on efficiencies and an emphasis on education also have improved employee morale. Sidebar articles describe Presbyterian Hospital and present its new vision statement.
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Reference Code 1-493

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