Quote from Angelsmom354
Hi Everyone! My facility is working on improving our Triage/Fast Track process and area. We have a high acuity department with complex patients. Our Fast Track volume is hit or miss. Those we do see in our Fast Track area have the "I paid for the ER but got Fast Track Service without the cheaper bill" mentality. We get many complaints about not getting a "bed", being "left in waiting room" and not seeing "a real doctor". We do have a small 2 bed fast track area for quick evals, treatment and discharge. We have a small fast track waiting room with 6 chairs and a main waiting room. We have tried our best to verbally educate on the Fast Track process. I am considering a Fast Track passport or post card to educate about Fast Track and our goal to evaulate and treat rapidly. I also considered having a place for the Triage/Fast Track Nurse to handwrite their name and the Mid-level working with them, along with a couple check boxes for planned testing. Does anyone here have something they use? What works at your facilities? Thanks for any advice.
All else aside for the moment, it's not an unreasonable thought. This whole shebang is a convergence of expectations, regulations, and the need to actually provide emergency care for sick people.
I would start with seeing what cost-effective physical modifications you can make to the area that would send the message that these patients are being placed in a treatment
area, not a waiting room.
Discuss at staff meetings some verbiage (not scripting)
that may be useful under the circumstances, e.g.:
"We should be able to take care of your problem quickly today, so I'll show you to what we call the "fast-track" area..."
as opposed to
"Have a seat [in the same seat you were waiting in] and we'll get some things going."
I do think you should make up some cards. Yes, they'll end up on the floor, but word will get around.
Sorry, I have to say this - - - I would practically cry real tears, beg and implore you to not make a bunch of extra stuff for staff to do because of people's complaints about a system
. It is overall a problem that is kind of unwinnable, no reason to make good people hate life itself.
I'm being a bit facetious there, but YKWIM.