Northwestern Medicine Huntley Hospital Emergency Department

Huntley, Illinois

When data revealed that 45 percent of patients were not triaged within 10 minutes of arrival at Northwestern Medicine Huntley Hospital’s emergency department, the team launched a throughput initiative to improve patient safety and timely care. A standardized focused triage process, dedicated 24/7 RN triage coverage and the addition of a second triage nurse improved front-end efficiency and expedited assessment of high-risk patients. Despite challenges with surge volumes, staffing and acuity, these interventions reduced delays, enhanced throughput and supported reductions in the left without being seen rate.

As improvements in triage enhanced timeliness to care, Huntley Hospital Emergency Department focused on improving the patient experience through its annual Likelihood to Recommend goal. Leadership in the 13-bed ED partnered with the hospital engagement team to provide communication and service recovery training for nurses and physicians, ensuring patients and families receive timely updates throughout their visit. Patient and family advisors’ feedback guided initiatives including hourly rounding, waiting room enhancements and improved treatment space comfort. These efforts increased LTR from 45.4 in 2024 to 65.2 in 2025, reflecting improved communication, a better care experience, and greater patient confidence in the care received.