Case Study: 32,000 Annual Volume Emergency Department Stabilizes Disjointed Team Facing Coverage Issues

The Challenge

This 15-bed, level 3 trauma center was struggling with an unstable team, operational inefficiencies, and poor patient experience. Much of the physician coverage was pieced together with traveling locums providers. Relationships with the hospital, community, and patients were weak and the clinical team was disjointed.

“They wouldn’t settle for just a name on the schedule. Their leaders would go above and beyond to fill a shift themselves to avoid a “doc-of-the-day” setting. Their personal investment is clear in all they do. They consistently deliver.”
— Chief Medical Officer , Non-profit health system

The solution

To stabilize the department, we first worked to bring in solid leadership. We then set our sights on staffing the facility with more permanent providers who would be rooted in and dedicated to serving this high risk community. We broke down the department’s processes and focused on optimizing the admission and lab processes. We also prioritized improvement of physician-nurse engagement and communication.


Within two months, these improvements resulted in: 

7.7% to 2.1%


6% reduction


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