Bascom Palmer Eye Institute Emergency Department

The emergency department at Bascom Palmer Eye Institute, part of University of Miami Hospital and Clinics, implemented a fast-track model to improve patient flow and reduce the number of patients who leave without being seen. Through collaboration among nurses, physicians and registration staff, low-acuity patients are rapidly identified, triaged and assigned to a dedicated provider for expedited care. This initiative produced sustained improvements in the ED that saw more than 39,000 patient visits last year. The LWBS rate decreased from 2.45 percent in 2023 to 1.20 percent in 2025. The fast track model has enhanced timely access to care, strengthened operational efficiency and improved the patient experience while supporting safe, high-quality emergency nursing practice.

The department emphasizes patient-centered care through compassionate communication and family engagement. Nurses use bedside education, teach-back techniques and shared decision-making to ensure patients understand their diagnosis and plan of care. To further enhance the patient experience, certified nursing assistants provide comfort measures, assist with patient needs and support care transitions. Together, these practices foster dignity, trust and compassionate individualized care during some of the most vulnerable moments patients experience.