title: Patient-centered transfer process for patients admitted through the ED boosts satisfaction, improves safety.
abstract: To improve safety and patient flow, administrators at Hallmark Health System, based in Melrose, MA, implemented a new patient-centered transfer process for patients admitted through the ED at the health system's two hospitals. Under the new approach, inpatient nurses come down to the ED to take reports on new patients in a process that includes the ED care team as well as family members. The inpatient nurses then accompany the patients up to their designated floors. Since the new patient-transfer process was implemented in June 2012, patient satisfaction has increased by at least one point on patient satisfaction surveys. Administrators anticipate that medical errors or omissions related to the handoff process will show a drop of at least 50%, when data is tabulated.
mesh_terms: D004636:Emergency Service, Hospital; D006801:Humans; D008404:Massachusetts; D009096:Multi-Institutional Systems; D019982:Organizational Case Studies; D061214:Patient Safety; D017060:Patient Satisfaction; D010360:Patient Transfer / Q000458:organization & administration*; D018802:Patient-Centered Care