Ronald Reagan UCLA Medical Center Emergency Department

Los Angeles, California

Workplace violence has been increasing in healthcare settings and Ronald Reagan UCLA Medical Center’s emergency department was no exception. Staff in the 41-bed ED collaborated to develop a multi-disciplinary approach to safely manage patients experiencing a crisis. The Staff Assist activates multiple resources to aid in caring for the patient. This helps reduce staff injuries and restraint use.

Staff also worked to ease the frustration patients and staff experience in the waiting room. To improve patient perception of the ED wait experience, staff designed an evidence-based communication strategy to provide patients with phrases to use in the triage area. The improved communication strategies helped improve Press Ganey scores and reduce staff frustration.