Community Regional Medical Center: a Transformation Story

AClient Success Story

How Community Regional Medical Center achieved a clinical transformation that increased hospital bed capacity, increased revenue and improved the quality of patient care.

“There’s the economic driver of wanting to improve operational efficiency to identify barriers to patients being in beds. Second, there’s the capacity driver when you don't have enough beds to deal with the patient population and your Emergency Department is log- jammed.”

What do you do when there are only 48 physicians for every 100,000 patients in your county, your hospital’s emergency department is one of the busiest in the nation with from 60 to 90 patients every day waiting for a bed, and you could be denied reimbursement for care if patients are incorrectly admitted or stay longer than three days?

The Challenge

That was the challenge facing leading healthcare provider Community Regional Medical Center (CRMC), the second busiest hospital in the state of California. Essentially CRMC needed to improve the efficiency and quality of care, through managing its patient flow to quickly triage patients within the emergency department and direct them to the appropriate level of care within the hospital. Then, once there was no longer a clinical need for them to remain in the hospital, move them elsewhere in the community for further care. To tackle the challenge, CRMC established a patient command center that transformed the way patients were assessed before being admitted and improved communication, documentation and processes throughout the entire healthcare system. “There are two main drivers for a health system to consider the concept of creating a patient command center,” says Dr. Mark Kestner, Chief Medical and Innovation Officer at CRMC. “First, there’s the economic driver of wanting to improve operational efficiency to identify barriers to patients being in beds. Second, there’s the capacity driver when you don't have enough beds to deal with the patient population and your Emergency Department is log-jammed. That was the problemwe faced at CRMC.” The Direction

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