Strauss and Mayer’s Emergency Department Management

SECTION 1 Leadership Principles.. . . . . . . . . . . . . . . . . 1
1 Leadership, Management, and Motivation.. . . . . . . . . . . . 1
Thom A. Mayer
2 Vision, Mission, Values, Strategy, and Tactics: Serving Patients,
Serving the Team. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Thom A. Mayer, Robert W. Strauss
3 Change and Project Management:
A Practical Approach.. . . . . . . . . . . . . . . . . . . . . . . . 20
Kirk Jensen, Ronald A. Hellstern, Mary Kaye Haltermann
4 Effective Use of Administrative Power: A Perspective
from the Front Lines. . . . . . . . . . . . . . . . . . . . . . . . . 25
Gregory Henry
5 Emergency Department Interaction with
Hospital Governance.. . . . . . . . . . . . . . . . . . . . . . . . 29
Thom A. Mayer, Robert W. Strauss, Charles Barnett,
Richard Salluzzo, Stephen Cumbie
6 Managing Professionals in Organizations: The Role of
Physician and Nurse Leaders.. . . . . . . . . . . . . . . . . . . 34
Thom A. Mayer, Jay Kaplan, Christine Kelly
7 Patient Safety: Error Elimination. . . . . . . . . . . . . . . . . . 38
Kirk Jensen, Robert W. Strauss, Richard Salluzzo,
Sharon Esterquest
8 Conflict Management.. . . . . . . . . . . . . . . . . . . . . . . . 44
Robert W. Strauss, Gus M. Garmel, Mary Kaye Halterman
9 Conducting Effective Meetings. . . . . . . . . . . . . . . . . . . 52
Robert W. Strauss
10 Customer Service in Emergency Medicine.. . . . . . . . . . . 60
Thom A. Mayer, Jay Kaplan, Robert W. Strauss,
Robert J. Cates
11 Scripts: Using Evidence-Based Language to
Improve Service.. . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Robert W. Strauss, Thom A. Mayer
12 The Discipline of Teams and Teamwork in
Emergency Medicine.. . . . . . . . . . . . . . . . . . . . . . . . 79
Thom A. Mayer, Theresa Tavernero, Robert W. Strauss,
Kirk Jensen
13 Maintaining Personal and Professional Balance.. . . . . . . . 91
Jay Kaplan, Robert W. Strauss, Alexander M. Rosenau,
Tiffiny Strever
SECTION 2 Operations: General. . . . . . . . . . . . . . . . . 99
14 Leadership, Medical Director.. . . . . . . . . . . . . . . . . . . 99
Thom A. Mayer, Robert W. Strauss
15 Leadership, Nursing Director.. . . . . . . . . . . . . . . . . . 117
Pam Turner, Suzanne Stone-Griffith, Kathy Kopka
16 The ED Physician–Nurse Director Relationship. . . . . . . . 121
India J. Taylor Owens, William F. Rutherford,
Robert W. Strauss
17 Emergency Department Provider Staffing. . . . . . . . . . . 127
Ronald A. Hellstern
18 Nurse Staffing. . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Sally Sulfaro
19 Emergency Physician and Nurse Productivity
Assessment.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Ronald A. Hellstern, Sally Sulfaro, Robert W. Strauss
20 Physician Assistants and Nurse Practitioners
in Emergency Medicine. . . . . . . . . . . . . . . . . . . . . . 145
Jeremy D. Tucker, Cary J. Stratford, Cynthia Flores,
Marylou Killian, Ronald A. Hellstern, Robert W. Strauss
21 Scribes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
J. Alexander Geesbreght, Ralph F. Baine, Jason B. Ruben
22 Emergency Department Regulatory Requirements and
Medication Reconciliation.. . . . . . . . . . . . . . . . . . . . 157
Christina Palombo, Craig A. Walls
Strauss and Mayer’s Emergency Department Management
23 Violence in the ED.. . . . . . . . . . . . . . . . . . . . . . . . . 162
Bradford L. Walters, Renee Holleran, Terry Kowalenko
24 End-of-Life Issues in the Emergency Department.. . . . . . 167
Kenneth V. Iserson
25 Emergency Department Facility Design.. . . . . . . . . . . . 171
Frank Zilm, James J. Augustine, Jeffery Strickler
26 Effective Marketing of the Emergency Department.. . . . . 180
John H. Proctor, Janet Carr
27 Multicultural Approach to ED Patients.. . . . . . . . . . . . . 187
Lynne D. Richardson, Gallane Abraham,
Marlaina Norris, Theresa Tavernero
28 ED Infrastructure. . . . . . . . . . . . . . . . . . . . . . . . . . 192
Jay Kaplan, Robert W. Strauss, Jeffrey L. Eye
SECTION 3 Operations: Flow.. . . . . . . . . . . . . . . . . . 201
29 Patient Throughput: Why It Matters, How It Is
Done—An Introduction.. . . . . . . . . . . . . . . . . . . . . . 201
Kirk Jensen, Thom A. Mayer, Jay Kaplan, Stephanie J. Baker
30 Patient Flow Principles.. . . . . . . . . . . . . . . . . . . . . . 207
Charles Noon, Jody Crane, Mark Harris, Mark B. Kauffman
31 Triage, Patient Identification, Classification,
Segmentation, and Registration. . . . . . . . . . . . . . . . . 215
Jody Crane, Sally Sulfaro
32 Front-Loading Flow: Team Triage and Treatment, Provider at
Triage, and Other Creative Strategies. . . . . . . . . . . . . . 220
Thom A. Mayer, John Howell, Kirk Jensen,
Robert W. Strauss, Alan Lo
33 Front Loading Patient Care: Provider at Triage.. . . . . . . . 225
Prentice A. Tom, Michael Sequiera, Fiona Sear
34 Fast-Track Is a Verb and Not a Noun:
The Role of ED Fast Tracks.. . . . . . . . . . . . . . . . . . . . 230
Alison Atwater, Susan M. Bednar, Thom A. Mayer, Kirk Jensen,
Joan M. Casey, Robert W. Strauss
35 Optimizing Patient Throughput from
Physician Contact to Disposition Decision. . . . . . . . . . . 235
Joseph Twanmoh, Kirk Jensen, Robert W. Strauss,
Theresa Tavernero
36 Role of Observation Units/Rapid Treatment Units
in the Emergency Department.. . . . . . . . . . . . . . . . . 242
Michael Ross, Louis Graff, Stephen Bohan
37 Expediting Admissions.. . . . . . . . . . . . . . . . . . . . . . 248
Stephen A. Colucciello, Robert W. Strauss, Barbara Weintraub
38 Disposition Decision to Departure: Finishing Strong.. . . . 255
Jody Crane, Robert W. Strauss, Suzanne Stone-Griffith,
Thom A. Mayer
39 Managing Waits: The Psychology of Waiting.. . . . . . . . . 261
Kirk Jensen, Jay Kaplan, Christina Dempsey
40 Hospital-Wide Patient Flow and the ED.. . . . . . . . . . . . 266
Jody Crane, Christina Dempsey, Kirk Jensen,
Barb Weintraub, Robert W. Strauss, Thom A. Mayer
41 Effective Response to Full Capacity. . . . . . . . . . . . . . . 276
Sandra Schneider, Peter Viccellio
SECTION 4 Operations: Emergency Department
Specialization. . . . . . . . . . . . . . . . . . . . . 281
42 Chest Pain Units.. . . . . . . . . . . . . . . . . . . . . . . . . . 281
John Howell, Glenn G. Druckenbrod
43 Trauma Center Diversification. . . . . . . . . . . . . . . . . . 283
Angela M. Westergard, Thom A. Mayer, Glenn G. Druckenbrod
44 Poison Center Care.. . . . . . . . . . . . . . . . . . . . . . . . 288
Ryan P. Morrissey, Robert S. Hoffman
45 Pediatric Emergency Medicine:
Diversification in the ED.. . . . . . . . . . . . . . . . . . . . . 295
Thom A. Mayer, Amy Krupa, Bonnie Mobley
46 Undersea and Hyperbaric Medicine.. . . . . . . . . . . . . . 303
Thom A. Mayer, Joseph P. Dervay, Norma L. Cooney
47 Behavioral Health in Emergency Care.. . . . . . . . . . . . . 307
Peter C. Brown, David A. Hnatow, Damon Kuehl
48 Hospital Medicine.. . . . . . . . . . . . . . . . . . . . . . . . . 315
W. Mark Hamm, Robert W. Strauss, Thom A. Mayer
49 Emergency Department Disaster
Planning and Response. . . . . . . . . . . . . . . . . . . . . . 323
Dan Hanfling, Knox Andress
50 Military Emergency Medicine.. . . . . . . . . . . . . . . . . . 331
Linda L. Lawrence, Vikhyat S. Bebarta
51 Freestanding Emergency Departments. . . . . . . . . . . . . 341
Ronald A. Hellstern, Thom A. Mayer, Kirk Mahon, John Maguire
52 Sports Medicine.. . . . . . . . . . . . . . . . . . . . . . . . . . 347
James M. Ellis, Jr.
53 Geriatric Emergency Medicine: Concepts
and a Successful Implementation. . . . . . . . . . . . . . . . 354
Susan Spivock Smith, Bonnie Mahon, James DelVecchio,
Michael Stern
54 Innovative Emergency Department Alternatives.. . . . . . . 370
Richard L. Stennes
55 Practice Diversification in Emergency
Medical Services.. . . . . . . . . . . . . . . . . . . . . . . . . . 374
Thomas Blackwell, Thom A. Mayer, Ed Racht
56 The Role of the Air Medical Services and
Inter-Facility Ground Transport.. . . . . . . . . . . . . . . . . 377
Thom A. Mayer, Luis F. Eljaiek, Jr.
SECTION 5 Operations: Informatics. . . . . . . . . . . . . . 383
57 Introduction to Clinical Informatics. . . . . . . . . . . . . . . 383
Gregory A. Brown, Diana S. Contino
58 Emergency Department Information Systems: Selection,
Installation, and Use. . . . . . . . . . . . . . . . . . . . . . . . 390
James McClay
59 Electronic Health Record Tracking Systems.. . . . . . . . . . 398
Paul Silka
60 EHR Documentation Systems.. . . . . . . . . . . . . . . . . . 401
John C. Brown
61 Computerized Provider Order Entry and Clinical
Decision Support. . . . . . . . . . . . . . . . . . . . . . . . . . 408
Ethan A. Bachrach
62 Data Acquisition and Analysis. . . . . . . . . . . . . . . . . . 413
Jeff A. Finkelstein, Jonathan Rothman
63 Essential Support Technologies.. . . . . . . . . . . . . . . . . 421
Sujal Mandavia, Phillip F. Gruber, Steven Myles
64 Emerging and Future Technologies:
Simulation Based Training.. . . . . . . . . . . . . . . . . . . . 426
Teresa S. Wu
SECTION 6 Quality and Service. . . . . . . . . . . . . . . . . 431
65 Effective Medical staff Relationships.. . . . . . . . . . . . . . 431
Robert W. Strauss
66 Complaint Management.. . . . . . . . . . . . . . . . . . . . . 437
Robert W. Strauss
67 Rewarding the Champions, Corralling the Stragglers.. . . . 449
Thom A. Mayer, Robert W. Strauss, Christine Kelly, Jay Kaplan
68 Patient Safety and Error Reduction:
A Tactical Approach.. . . . . . . . . . . . . . . . . . . . . . . . 455
Kirk Jensen, John Howell, Leslie M. Flament, Thom A. Mayer
SECTION 7 Finance. . . . . . . . . . . . . . . . . . . . . . . . . 463
69 Developing a Business Plan.. . . . . . . . . . . . . . . . . . . 463
Brooks Babcock
70 Financial Planning.. . . . . . . . . . . . . . . . . . . . . . . . . 470
Setu Mazumdar
71 Resource Utilization in the Emergency Department. . . . . 477
John Sverha
72 The Financially Successful Emergency Department.. . . . . 482
Callie Barber, Michael A. Granovsky, Ronald A. Hellstern,
Roseanne C. Niese
73 Optimizing Physician Performance
Through Incentives.. . . . . . . . . . . . . . . . . . . . . . . . 486
Robert W. Strauss, Mark Rosenberg, Erik D. Barton,
Thom A. Mayer
Strauss and Mayer’s Emergency Department Management
74 Optimizing Nursing Performance Through Incentives. . . . 494
Jeff Solheim, Fred Neis
75 Financially Successful Emergency Physician
Private Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
Mark Reiter, Kevin Beier
76 Financial Success in an Academic
Emergency Department. . . . . . . . . . . . . . . . . . . . . . 504
Rex Mathew, Frederick T. Randolph, Paris B. Lovett
SECTION 8 Reimbursement. . . . . . . . . . . . . . . . . . . 509
77 Reimbursement Issues.. . . . . . . . . . . . . . . . . . . . . . 509
David A. McKenzie, Michael A. Granovsky
78 Preparing for Fee for Service and a New Practice
or Practice Arrangement.. . . . . . . . . . . . . . . . . . . . . 520
Edward R. Gaines
79 Introduction to Coding.. . . . . . . . . . . . . . . . . . . . . . 524
Caral Edelberg
80 Advanced Reimbursement. . . . . . . . . . . . . . . . . . . . 536
Michael A. Granovsky
81 Emergency Department Facility Revenue
Considerations.. . . . . . . . . . . . . . . . . . . . . . . . . . . 548
Candace E. Shaeffer
82 Billing and Collecting for Emergency Services.. . . . . . . . 557
Jeffery Bettinger, Elijah Berg
83 Creating the Culture of Compliance and Maintaining an
Effective Compliance Program. . . . . . . . . . . . . . . . . . 565
Edward R. Gaines
SECTION 9 Contracts. . . . . . . . . . . . . . . . . . . . . . . . 575
84 Negotiation Skills. . . . . . . . . . . . . . . . . . . . . . . . . . 575
Robert W. Strauss
85 Contracts With Physicians.. . . . . . . . . . . . . . . . . . . . 586
Robert W. Strauss, Leslie S. Zun
86 Contracting With Hospitals: Considerations,
Insights, and Strategies.. . . . . . . . . . . . . . . . . . . . . . 593
David W. Singley, Robert W. Strauss
87 Employee Versus Independent Contractor.. . . . . . . . . . 597
Robert W. Strauss, Stephen J. Dresnick
88 Equity, Parity, and Group Structure. . . . . . . . . . . . . . . 603
Thom A. Mayer, Robert W. Strauss, Mark Reiter,
Joel A. Stettner, Jay Kaplan
SECTION 10 Legal and Regulatory Issues… . . . . . . . . 613
89 EMTALA for Emergency Department Leaders. . . . . . . . . 613
Robert A. Bitterman
90 Consent to and Refusal of Medical Treatment.. . . . . . . . 625
Matthew M. Rice, James E. George
91 Emergency Department Documentation.. . . . . . . . . . . 630
Diana Nordlund, Charles Grassie
92 Reporting Requirements, Confidentiality, and HIPAA. . . . 637
Howard A. Peth
93 Disposition, Discharge, and Follow Up. . . . . . . . . . . . . 643
William P. Sullivan, Paul Allegretti
SECTION 11 Malpractice.. . . . . . . . . . . . . . . . . . . . . 651
94 Risk Management in the Emergency Department:
Challenges and Opportunities. . . . . . . . . . . . . . . . . . 651
Graham Billingham, Michelle Hoppes
95 Emergency Department Risk Management in Practice.. . . 657
Gregory L. Henry
96 Medical Malpractice Insurance.. . . . . . . . . . . . . . . . . 663
William Montei
97 Malpractice, the Personal Toll.. . . . . . . . . . . . . . . . . . 668
Louise B. Andrew
98 Medical Malpractice. . . . . . . . . . . . . . . . . . . . . . . . 671
William P. Sullivan
SECTION 12 Human Resources. . . . . . . . . . . . . . . . . 679
99 Human Resources Management: Basic Principles.. . . . . . 679
India J. Taylor Owens, Kevin M. Klauer
100 Physician Recruitment, Credentialing, and Orientation.. . . 683
Kevin M. Klauer
101 Physician Retention, Feedback, and
Professional Development.. . . . . . . . . . . . . . . . . . . . 690
Randy Pilgrim, Ricardo Martinez
102 Nurse Recruitment, Credentialing, and Orientation.. . . . . 699
Andi Foley
103 Nurse Retention.. . . . . . . . . . . . . . . . . . . . . . . . . . 708
Suzanne Rita
104 Managing Impaired Professionals. . . . . . . . . . . . . . . . 713
Dennis C. Whitehead, Rebecca Smith-Coggins,
Dighton C. Packard, Jean Brendel
105 Generational Differences in Emergency Medicine. . . . . . 717
Nicholas M. Mohr, Lisa Moreno-Walton, Rebecca Smith-Coggins,
Angela M. Mills, Hollynn Larrabee, Patrick H. Brunett,
Pamela L. Dyne, Kathleen J. Clem, Susan B. Promes
106 Gender Diversity. . . . . . . . . . . . . . . . . . . . . . . . . . 724
Jeannette Wolfe
Index.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 737