St. Elizabeth Healthcare-Ft. Thomas Emergency Department

Fort Thomas, Kentucky

The Emergency Department Throughput Initiative at St. Elizabeth Healthcare’s Ft. Thomas Emergency Department transformed collaboration between the ED, inpatient units and senior leadership. While previous system-wide efforts produced limited improvements in throughput for admitted patients, a new multidisciplinary approach launched in 2025 created meaningful and measurable results. Within the first month of implementation, patient experience scores improved, inpatient beds were consistently assigned within 45 minutes and admitted patients were transferred to their inpatient destinations more efficiently. These improvements contributed to the number of patients leaving without being seen dropping from 3.7 percent in 2023 to 0.5 percent in 2025.

Equally important were the strengthened relationships among nursing teams, yielding more respectful communication, shared accountability and a greater understanding of each department’s challenges.

Additionally, unit-based and ED councils focused on improving the patient experience. By implementing communication strategies that promote meaningful patient interactions, the 24-bed ED met the organization’s patient experience goal for 2025. Staff embraced the “Commit to Sit” initiative, using stools in every treatment room to engage patients and families at eye level, while consistently applying the AIDET communication framework during every encounter. Education emphasized minimizing distractions, providing undivided attention and dedicating time during discharge to review instructions and answer questions. An ED nurse further reinforced these practices through peer-led education and coaching. These efforts have strengthened patient-centered communication. The 24-bed ED achieved the organization’s patient experience goal in 2025 and continued to meet performance expectations in 2026.