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Tension in the Emergency Department? The Impact of Flow Stage Times on Managing Patient-Reported Experiences and Financial Productivity
Decision Sciences ( IF 4.147 ) Pub Date : 2020-12-15 , DOI: 10.1111/deci.12503
Jeffery S. Smith 1 , Jeff Shockley 1 , Sidney Anderson 2 , Xiaojin (Jim) Liu 1
Affiliation  

Healthcare providers are expected to compete across multiple performance dimensions, thereby managing both their financial productivity and the patients’ “in process” experiences. This fact creates tensions in some healthcare settings, as providers need to provide high-quality care and positive customer experiences while still being financially responsible. Increasingly, these goals create pressures that require emergency departments (EDs) to generate operational efficiencies to improve how healthcare providers manage patient flow at different service stages and to deliver better care for an increasing number of patients at a more reasonable cost. From the perspective of managing patient process flow stage times, this article uses online ratings and secondary source data to examine how EDs can simultaneously improve both experiential and financial productivity performance. Our findings strongly indicate that EDs may be able to leverage the physician-directed evaluation time stage to improve departmental efficiencies in both performance areas. However, the diminishing value of evaluation time and the time a patient spends in pre-care for ED services are necessary contingencies to consider. Finally, to illustrate the practical relevance of these findings, we explore the perceived tradeoffs of managing the different patient flow time stages.

中文翻译:

急诊科紧张?流动阶段时间对管理患者报告的经验和财务生产力的影响

医疗保健提供者预计将在多个绩效维度上竞争,从而管理他们的财务生产力和患者的“过程中”体验。这一事实在某些医疗保健环境中造成了紧张局势,因为提供者需要提供高质量的护理和积极的客户体验,同时仍要承担财务责任。这些目标越来越产生压力,要求急诊科 (ED) 提高运营效率,以改善医疗保健提供者在不同服务阶段管理患者流量的方式,并以更合理的成本为越来越多的患者提供更好的护理。从管理患者流程阶段时间的角度来看,本文使用在线评级和二手数据来检验 ED 如何同时提高体验和财务生产力绩效。我们的研究结果强烈表明,急诊科可能能够利用医生指导的评估时间阶段来提高两个绩效领域的部门效率。然而,评估时间的价值递减和患者在急诊室服务的前期护理中花费的时间是必须考虑的意外情况。最后,为了说明这些发现的实际相关性,我们探讨了管理不同患者流动时间阶段的感知权衡。评估时间的价值递减以及患者在 ED 服务的前期护理中花费的时间是必须考虑的意外情况。最后,为了说明这些发现的实际相关性,我们探讨了管理不同患者流动时间阶段的感知权衡。评估时间的价值递减以及患者在 ED 服务的前期护理中花费的时间是必须考虑的意外情况。最后,为了说明这些发现的实际相关性,我们探讨了管理不同患者流动时间阶段的感知权衡。
更新日期:2020-12-15
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