Emergency Department Case Studies
These case studies were contributed by emergency departments across Massachusetts and beyond and serve as examples of innovative strategies that may help improve ED safety.

Crowding
Baystate Medical Center |
Nurse flow coordinator increases efficiency and productivity | |
Beth Israel Deaconess Hospital–Needham |
Point-of-care testing helps to expedite care and reduce emergency department wait times |
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Boston Children’s Hospital |
A creative use of space helps meet emergency department needs and expedite care |
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Froedtert Hospital (WI) |
Emergency department implements split-flow process to help ease crowding |
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Lowell General Hospital |
Rapid Medical Evaluation program reduces length of emergency department stay |
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Massachusetts General Hospital |
Home Hospital Program helps reduce ED crowding and improves the patient experience |
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Using a “Capacity Physician” to find creative, collaborative solutions to overcrowding |
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Using a Full-Capacity Protocol to allow inpatient floor boarding in times of peak ED capacity |
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Sturdy Memorial Hospital | “Quick Care” for non-emergent patients reduces wait times, improves patient experience in the ED |

Cognitive overload

Care coordination
Baystate Noble Hospital |
Complex Care Team aims to reduce readmissions for high-needs patients | |
Beth Israel Deaconess Hospital–Milton |
Strategy to reduce ED boarding of patients with behavioral health diagnoses | |
Beth Israel Lahey Health |
Hospitals use specialized team, including pharmacists, to promote post-discharge care coordination |
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Boston Children’s Hospital |
“Golden Ticket” dramatically improves discharge safety |
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Holyoke Medical Center |
Investing in high-touch care coordination to reduce emergency department revisits |
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Massachusetts General Hospital |
Post-discharge calls help improve care coordination, reduce readmissions |
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St. Anne’s Hospital | Implementing a discharge time-out for improved safety and patient satisfaction |
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Sturdy Memorial Hospital | Electronic call system helps improve post-discharge care |