Munson’s Quick Care Zone aims to reduce patient wait times

TRAVERSE CITY — Munson Medical Center physicians, nurses, clinical staff, support staff and leaders recently celebrated the completion of a two-month pilot program for the emergency department’s new Quick Care Zone.

Since the busy summer tourism season began in mid-June, MMC’s emergency department has designated a special area where more minor, non-emergent cases could be prioritized.

An Advanced Practice Provider delivers what is known as “vertical care” in a recliner rather than a bed within the Quick Care Zone’s five privacy curtain spaces. Patients who fit this type of care criteria are spending less time in the emergency room.

“In the month of July alone, the Quick Care Zone had over 460 patient visits with the average arrival-to-departure time 16 minutes better than the national average and 23 minutes better than the average in Michigan,” said Tori Sykes, Director of Nursing for Emergency Services and Operations. “We are also seeing this program have a positive impact on the overall wait for an emergency room bed which has improved 34% from a year ago.”

MMC’s emergency department receives more than 50,000 patient visits per year with cases that range in complexity and severity from a sore throat to ischemic stroke. Any number of variables can affect patient volume and wait times. The Quick Care Zone represents one tactic in an overall strategy to leverage healthcare system resources to ensure patients receive the right care in the right place at the right time.

To further improve efficiency and comfort for patients, a physician or APP has been added in the triage area to see patients at the very beginning of their visit to expedite the ordering of lab or imaging tests that might be necessary.

“There has been tremendous focus and collaboration from our physicians, nurses, and support staff in these efforts and we are encouraged by the impact,” said Dr. Will Britton, MMC Emergency Department Medical Director. “Improvement is a continuous process, and we remain committed every day to advancing the quality of care and experience we provide to our patients.”

Steps are also being taken to make the waiting room more comfortable and family-friendly with books, toys and furniture while volunteer services will also have a greater presence in the waiting area, providing assistance and comfort to waiting patients.

“Anyone seeking care in our emergency department is going to receive the care they need but as an integrated health network, patients with non-emergent needs have many options,” said Joe Hurshe, President and CEO of Munson Medical Center. “In these cases, primary care, Urgent Care and Virtual Urgent Care can also provide the appropriate level of care and direct access to Munson Healthcare diagnostic and specialist services.”

If a patient has questions about where to go for care, the Ask-A-Nurse hotline is available 24/7 at 231-935-0951 or click here for more information.