Saint Mary’s Hospital Emergency Department

Waterbury, Connecticut

Patient feedback identified ED wait times as a major opportunity for improvement and a key driver of satisfaction at the Saint Mary’s Hospital Emergency Department. To address this, the ED team implemented a Rapid Medical Evaluation model, partnering a provider with the triage nurse to perform immediate medical screening exams, initiate diagnostics and begin treatment upon arrival. This expedited patient evaluation, reduced delays and improved throughput. Door-to-room time improved from 46 to 22 minutes, and the Net Promoter Score increased from 22 to 38. Triage nurses receive comprehensive ENA-aligned education, case-based learning and competency validation before practicing independently. Collaboration with RME providers supports early interventions, reduces the risk of patients leaving without being seen and enhances patient-centered care and operational efficiency.

Over the past eight quarters, the department implemented multiple fall prevention initiatives to improve patient safety and reduce fall risk. Enhancements included a centralized Fall Cabinet, updated “Call Don’t Fall” signage, increased bed alarm availability, Avasure remote monitoring for high-risk patients and a revised fall prevention policy. A monthly Falls Committee and multidisciplinary performance improvement projects strengthened oversight, education and intervention compliance. Ongoing chart audits and provider education reinforced accurate risk assessment and prevention strategies. These efforts led to several months meeting or exceeding fall-rate targets and established a sustainable framework for ongoing fall prevention despite challenges during high-volume periods in the 48-bed department.