JUNE 19-23, 2018   •  CHICAGO, IL
We Are Case Management • McCormick Place

PP04 – Engaging A Collaborative Method to Reduce Non-Emergent ED Visits

PP04 – Engaging A Collaborative Method to Reduce Non-Emergent ED Visits


With healthcare’s focus shifting from volume to a value-based model of care, primary care practices must transform to optimize health outcomes.  We engaged a pediatric practice in a quality improvement project that aimed to decrease non-emergent ED visits.


Employ a collaborative, sustainable approach to address non-emergent ED visits by utilizing health IT, practice engagement, medical neighborhoods, and case management in pursuit of the Quadruple Aim:  better patient experience, improved population health, reduced costs, and more satisfied providers. 


Using claims and real-time data helped us identify that the over utilization of the ED for non-emergent needs was an opportunity for improvement for the pediatric practice. Applying a collaborative practice support model, the practice coach guided the practice to formulate an aim statement and related change tactics.  The change tactics included optimizing resources that were part of the practice’s medical neighborhood: Medicaid case management, local hospital reports, and urgent care centers. The practice did improvement work by reviewing their practice data, insuring follow-up care for ED utilizers, collaborating with Medicaid case management staff to provide patient education and coordination, optimizing the practice’s patient education materials, and forming a collaborative agreement with a local urgent care. 


By 6 months the practice had exceeded their goal of a 20% reduction in non-emergent ED utilization for their patient population.


  • Utilize a collaborative, multidisciplinary approach to reduce non-emergent ED use
  • Practice buy-in instrumental in improvement work
  • Utilize full potential of data to make improvement work more efficient
  • Optimize resources from the medical neighborhood to achieve better outcomes
  • Case Management staff beneficial in patients receiving education and coordinated services