Six Hospitals Combat Regional Emergency Department Congestion With Lean

Case Study

- November 2012

Abstract: Representatives from six urban hospitals in the Canadian province of British Columbia that partner to serve mental health and addiction patients worked together to curb emergency department congestion by deploying a single care model across all sites. More than 80 staff from the hospitals assisted with this effort by employing lean tools, obtaining benchmarking data, and standardizing work activities. Recognizing that the technical side is only one piece of the puzzle, leadership and the project team turned to a formal set of critical success factors to engrain the change into the culture.

Keywords: case study; lean; Toyota Kata; value steam mapping; process management; emergency room; emergency department; teams; teamwork; benchmarking; standardization; criteria—situation - background - assessment - recommendation (SBAR)

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