United Memorial Medical Center Emergency Department
Batavia, New York
United Memorial Medical Center Emergency Department
In early 2023, the United Memorial Medical Center emergency department experienced a significant increase in patients leaving prior to discharge that coincided with an increase in ED volume. Because patients who wait longer to be seen by a provider tend to leave without being seen, the team implemented processes to address the rising rate of patients leaving before
discharge. For example, in September 2023, the ED added an additional provider to assist with the midday spike in volumes. A dedicated charge nurse was trialed to assist with admissions, triaging patients and improving throughput. The ED also changed the function and workflow of a patient care technician based on staff input and suggestion. The PCT now rooms patients
during busy times, allowing the triage nurse to remain in triage. These changes were effective. The department’s highest left-without-being-seen rate was in August 2023 at 5.36 percent. After adopting the changes, LWBS dropped to 1.3 percent in November. The 2024 data showed a continued downward trend in left-without-treatment with quarterly rates ranging from 1.6 percent to as low as 1.1 percent.
discharge. For example, in September 2023, the ED added an additional provider to assist with the midday spike in volumes. A dedicated charge nurse was trialed to assist with admissions, triaging patients and improving throughput. The ED also changed the function and workflow of a patient care technician based on staff input and suggestion. The PCT now rooms patients
during busy times, allowing the triage nurse to remain in triage. These changes were effective. The department’s highest left-without-being-seen rate was in August 2023 at 5.36 percent. After adopting the changes, LWBS dropped to 1.3 percent in November. The 2024 data showed a continued downward trend in left-without-treatment with quarterly rates ranging from 1.6 percent to as low as 1.1 percent.