Emergency Department

“ER Extra” is a revolutionary emergency room experience aimed at making sure patients get the care they need in a prompt and courteous manner.  The implementation of “ER Extra” at Walton Regional Medical Center will streamline the process while simultaneously keeping patients and their families informed about what to expect.

 

“A smooth visit from start to finish is our goal at Walton Regional, and “ER Extra” is giving our staff, nurses and physicians the necessary tools to make this a reality for each and every patient we meet,” said Jon-Paul Croom, Interim CEO at WRMC.

 

Walton Regional Medical Center is very focused on improving the efficiency and effectiveness of our emergency room operations and understands that no one wants to wait in an emergency situation.  For this reason, the hospital has implemented a new program focused on making sure patients see an emergency room physician faster and easier. We have implemented the ProMed tracking tool in an effort to track patient times.  Additionally, all emergency department personnel are committed to monitoring activity and updating those in the reception area as to when they can expect to be seen.

 

“We’ve always prided ourselves on excellent patient care and customer service, but as new techniques are designed and implemented, we predict we will be able to exceed our visitors’ expectations through “ER Extra,Croom continued.

 

"ER Extra" has helped Walton Regional Medical Center reduce its average length of stay well below the national average of over 4 hours to just over two hours. 

 

“Naturally no one wants to think about needing emergency services.  However, we want the residents of the Walton County area to know that if they do, "ER Extra" at Walton Regional Medical Center will give them the extra fast, extra easy, and extra great care they deserve,” Payne said.


1-What prompted your hospital to start this initiative?

When you’re hurt, you want access to quick care.“ER Extra is a revolutionary emergency room experience.  This new program focuses on making sure patients see an emergency room physician faster and easier.  It’s also about showcasing the “extra” in everything we do to serve our patients.

2- What exactly are you doing differently?

Several things. “ER Extra” is designed to streamline the process while simultaneously keeping patients and their families informed about what to expect.   We have implemented the ProMed tracking tool in an effort to track patient times.   All emergency room personnel are committed to monitoring activity in the emergency department and updating those in the reception area as to when they can expect to be seen.

 

3- Why are you doing this now?

It was the right time, and we are dedicated to redefining customer service in the ER.  “We’ve always prided ourselves on excellent patient care and customer service, but as new techniques are designed and implemented, we predict we will be able to exceed our visitors’ expectations through “ER Extra.” ---- Jon-Paul Croom, Interim CEO

 


4- Your competitors have RSS feeds broadcasting their wait times, when will you do the same?

 

That’s not our focus. We’re working on what happens when you visit our ER. This new program emphasizes extra fast, extra easy, extra great patient care and customer service.

 

After suffering an injury when the family dog bit his toe, Ben Garrett, Executive Vice President of Athens First Bank and Trust and Chairman of the Advisory Board for WRMC, sought emergency care at WRMC.   Upon his arrival in the Emergency Department, Ben was immediately seen by Physician Assistant Michael Boyd who quickly began the care process.  “It was a Saturday night when our dog snipped my toenail off,” said Ben.  “Because it was a weekend night, I was worried that the ED would be busy and chaotic.  To my surprise, the admittance process was very quick and organized.”   In fact, it took only one hour and 43 minutes for Ben to be seen, treated for his injury, and discharged from the hospital.  “People in the community should know that they don’t have to travel out of the area to get superior emergency care,” says Ben.  “As a board member at WRMC, I know first-hand that patients receive individualized attention from staff members who work with one goal in mind – improving the health of our community.”

 

When five-year old Kay broke her arm on Thanksgiving day, her parents rushed her to Walton Regional Medical Center where she was immediately taken to a nurse who checked her in Triage and ordered an X-Ray.  She was then taken straight back to see the Physician Assistant who checked the injury and provided an update on the plan of care for the emergency room visit.  Kay had her X-ray in less than 10 minutes from her arrival in the ER and the fracture was identified.  Orthopedic surgeon Dr. Shane Smith came in and provided her family with the plan of care for the arm so that it could heal properly.  After being immobilized and discharged, Kay was on her way home with her parents in less than one hour.   “Walton’s ER was extra fast and the care was great.   Everyone made sure that Kay was comfortable and that we were kept informed of what the next step would be,” said David, her father.

 

5- Have you seen a decrease in wait times since implementing the program?

Yes. This new program emphasizes extra fast, extra easy, extra great patient care and customer service. ER Extra has helped Walton Regional Medical Center reduce its presentation to physician (door to doc) times to well below the national average of 56 minutes.

Our average length of stay is 2 hours and 7 minutes compared to the national average of 4 hours and 57 minutes.

 

6- What do you do to appease someone who has an excessively long wait in your ER?

We’re sorry when that occurs and we work to convey that to the patient and their family, but that’s why we’re dedicated to redefining customer service in the ER.   “A smooth visit from start to finish is our goal at Walton Regional Medical Center, and “ER Extra” is giving our staff, nurses and physicians the necessary tools to make this a reality for each and every patient we meet.” --- Jon-Paul Croom, Interim CEO


See our current Mark Martin advertisement:  WAL-100302_ER_MarkMartin_10 5x21_Vroom_HR.pdf

For more information, please contact:

Walton Regional Medical Center Emergency Department
330 Alcovy Street
Monroe, GA 30655
(770) 267-1748