The Christ Hospital – Liberty Township Emergency Department

Liberty Township, Ohio

Following its May 2025 Team Member Engagement Survey, The Christ Hospital – Liberty Township Emergency Department identified meaningful, non-monetary recognition as an improvement opportunity. Leadership partnered with front-line nurses and staff to develop sustainable recognition strategies, including enhanced department celebrations, a visible Gratitude Gram recognition board and integration of positive patient feedback into staff recognition. The process was designed to be low-cost, staff-driven and embedded into daily operations. A mid-year 2025 pulse survey showed a 38-point increase in favorable responses, rising to 87 percent. Staff also reported improved morale, peer recognition and appreciation of positive patient experiences.

Following Emergency Nurses Association standards, the 14-bed emergency department implemented an evidence-based improvement plan to reduce waiting times to treatment areas and improve patient satisfaction. Using Lean methodology and PDSA cycles, the team identified workflow inefficiencies and introduced a split-flow model, standardized ESI-based triage protocols, real-time capacity huddles and MyChart pre-arrival notifications. These interventions improved patient flow, reduced door-to-provider times, and enhanced communication. Patient satisfaction scores for waiting time to treatment area increased from 89.66 in the third quarter of fiscal year 2025 to 92.79 in the first quarter of 2026. It has remained above 91 throughout fiscal year 2026.