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ER PATIENT WAIT TIMES ON THEWEBJoe Guarisco MDSHS/ASQ Conference 2010Atlanta GA
WWW.OCHSNER.ORG/ER (MOBILE)WWW.OCHSNER.ORG/EMERGENCY(PC)
ER PATIENT WAIT TIMES ON THE WEBWWW.OCHSNER.ORG
ER PATIENT WAIT TIMES ON THE WEBWWW.OCHSNER.ORG
ER PATIENT WAIT TIMES ON THE WEBOCHSNER MEDICAL CENTERS
ER PATIENT WAIT TIMES ON THE WEBOCHSNER MEDICAL CENTERS LOUISIANA
ER PATIENT WAIT TIMES ON THE WEBOCHSNER MEDICAL CENTERS NEW ORLEANS REGION
ER PATIENT WAIT TIMES ON THE WEBWWW.OCHSNER.ORG
ER PATIENT WAIT TIMES ON THE WEBWWW.OCHSNER.ORG
ER PATIENT WAIT TIMES ON THE WEBOCHSNER HEALTH SYSTEM MAIN CAMPUS
ER PATIENT WAIT TIMES ON THE WEBEMERGENCY DEPARTMENT (ER)
ER PATIENT WAIT TIMES ON THE WEBHISTORY OF WAIT TIMES IN THE EMERGENCY ROOM
ER PATIENT WAIT TIMES ON THE WEBHISTORY OF WAIT TIMES IN THE EMERGENCY ROOM
ER PATIENT WAIT TIMES ON THE WEBHISTORY OF WAIT TIMES IN THE EMERGENCY ROOM
ER PATIENT WAIT TIMES ON THE WEBHISTORY OF WAIT TIMES IN THE EMERGENCY ROOM
ER PATIENT WAIT TIMES ON THE WEBREQUIREMENTS EDIS (Emergency Department Information System)Staff complianceIT and web engineersOngoing support
ER PATIENT WAIT TIMES ON THE WEBCALCULATIONS Averaging formula Performance metric Wait times for last 3, 5, 10 . patients averaged“Next patient” formula Emulate the next patients experience Last door to doctor time (or room time) Start point is initial registration timeEnd point can be: Waiting room time, or Provider time
ER PATIENT WAIT TIMES ON THE WEBTECHNICAL INTERFACES Data from our EDIS housed in SQL and Oracle databasesCalcDiversion.exe on prod server reads tables every 2 minWait Time is calculatedWeb service used to retrieve the Wait TimesInternet apps call the web service
ER PATIENT WAIT TIMES ON THE WEBWAIT TIME DATA FLOWSQL ServerCloverleafInterfaceEngineOracleED StatusRecordsWait TimeServiceOracleED StatusCalcDiversion(q 2 min)
ER PATIENT WAIT TIMES ON THE WEBBENEFITS Driver for operational performanceCreates visibility for the biggest patient care issues Better customer serviceImproved patient satisfactionGrowth in market share Load leveling of ER volumes across the system
ER PATIENT WAIT TIMES ON THE WEBWEB DATA 481,125 total hits or 53,458 hits per monthGoogle (highest traffic search) Visitors use “ochsner.org/ER” most frequently56,610 unique visitors or 8.5 hits per visitor (sticky)Bounce rate 70% (means this site is primary destination) Length of visit :44 sec desktop users, 2:00 mobile users
ER PATIENT WAIT TIMES ON THE WEBOCHSNER SYSTEM VOLUMES
ER PATIENT WAIT TIMES ON THE WEBPEARLS AND PITFALLS Liability for patients leavingValidity of data/software failuresPredictive reliability of data/calculation failuresSupportError checking SQL queries produce a log of patient wait times to track errorsand fixAdministrative anxiety
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS Bigger
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS Bigger, again
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS BiggerPediatric wait times for pediatric patients only
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS BiggerPediatric wait times for pediatric patients only Texting wait times to cell phones
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS
ER PATIENT WAIT TIMES ON THE WEBNEXT STEPS BiggerPediatric wait times for pediatric patients onlyTexting wait times to cell phonesReal Time alerts to ED administration and managers
WWW.OCHSNER.ORG/ER (MOBILE)WWW.OCHSNER.ORG/EMERGENCY(PC)
Cloverleaf Interface Engine Oracle ED_Status Records CalcDiversion (q 2 min) Oracle ED_Status Wai
