Northwestern Medicine Kishwaukee Hospital

DeKalb, Illinois

Through shared governance, team-building activities, staff recognition and enhanced teamwork processes, Northwestern Medicine Kishwaukee Hospital’s emergency department improved key RN engagement indicators. Through collaborative efforts, nurse turnover decreased from 20.9 percent to 11.5 percent. A follow-up pulse survey showed a 3-point increase in nurses’ perception of input into decisions about their work and a 13-point improvement in their likelihood of recommending the department as a place to work demonstrating these gains were sustained through ongoing shared governance initiatives.

To improve patient safety and reduce patients leaving before completing treatment, the 34-bed department that saw more than 35,300 patient visits in 2025 implemented a provider-in-triage model, proactive waiting room rounding and enhanced communication strategies. These interventions addressed key drivers of early departures, including long wait times, delayed clinical contact and lack of updates. Providers also worked closely with patients considering leaving against medical advice to address concerns and clarify care plans. Through early clinical engagement, transparent communication and timely intervention, the department reduced preventable patient departures, improved care continuity and throughput. The efforts strengthened the overall patient experience in a more patient-centered care environment.