Piedmont Athens Regional Emergency Department

Athens, Georgia

The Piedmont Athens Regional Emergency Department focused on EMS triage during surge periods with a nurse‑led, standardized process to return EMS crews back into service quickly. Doing so allows the charge nurse to continue moving patients from the waiting room and decrease wait times. An interdepartmental team designed activation criteria and workflow expectations, with a goal of meeting the state benchmark of a 20‑minute offload time. A nurse was assigned to the EMS Triage area, equipment was labeled and staged, and EMS crews quickly acclimated to the workflow. The department observed a steady decrease in patients leaving without being seen and patient flow improved overall. Staff and EMS partners reported better teamwork, enhanced patient safety and shorter wait times for ambulance arrivals.

The department also implemented a plan centered on intentional communication, supportive processes and meeting patients’ needs during their most vulnerable moments. Social work rounding increased, and focused nursing reassessments helped keep patients and families informed about wait times and care progression. Piedmont’s strong family-centered model includes real‑time waiting room rounding and a commitment to family presence when clinically appropriate. Interpreter‑on‑demand devices and cultural awareness education ensure equitable communication and meaningful human connection.