4002 – ED Navigation: Connecting Patients Along the Continuum of Care
As the healthcare continuum and payment models rapidly change it is essential that organizations develop programs that bridge the gap between the complex health system and the patient. Emergency Department (ED) navigation expedites connection to community resources, provides timely follow up and coordinates care for patients that are struggling with navigating the system.
The ED navigation collaboration with the interdisciplinary team allows for expedited care in the ED. Resources include collaboration with a social worker for psychosocial needs, utilization management for admission avoidance, connection to community resources and ability scheduled into primary, specialist and Federally Qualified Health Centers for appointments.
Outcomes and Savings:
The navigation program from February-August, 2019, has avoided one hundred nineteen admissions within a two hundred thirty-two bed community non-teaching hospital with a financial impact of $560,000. ED patient experience top box scores increased from 62nd percentile to 90th percentile from February-August, 2019.
The success of the program supports the expansion of ED navigation services from 5 to 7 days per week. Additionally, implementation of an artificial intelligence program that supports patient engagement and identifies high priority needs that warrant resolution is essential. Future endeavors include an onsite Urgent Care for low level care. Monthly patient satisfaction scores will continue to be monitored monthly and staff satisfaction will be conducted and analyzed at the end of 2019. ED navigation provides services in accordance with the CCMC, CDMS, and CRCC Professional Code of Conduct.
1. Identify opportunities for admission/readmission avoidance in the Emergency Department
2. Demonstrate value of Care Coordination among interdisciplinary team with focus on patient centered care and psychosocial impact
3. Assess opportunities for improvement of patient satisfaction in the Emergency Department
4. Provide services that adhere to the CCMC, CDMS, and CRCC Code of Professional Conduct