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Home > Webinars
Emergency Room Utilization: Developing a Team Approach to Address Overcrowding Factors That Increase Wait Time, a January 14, 2009 webinar on CD-ROM
Emergency Room Utilization: Developing a Team Approach to Address Overcrowding Factors That Increase Wait Time, a January 14, 2009 webinar on CD-ROM
Emergency Room Utilization: Developing a Team Approach to Address Overcrowding Factors That Increase Wait Time, a January 14, 2009 webinar on CD-ROM
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Program Description

A number of factors contribute to the overcrowding of emergency rooms, according to a new study by University of Michigan researchers that was funded by the Robert Wood Johnson Foundation. Beyond emergency room use for non-emergent cases, other factors that are contributing to a rise in ER use and a decline in patient satisfaction include understaffed inpatient hospital wards, ER closures, a shortage of inpatient beds, a growing elderly population with chronic illnesses and population growth in general.

The current economic conditions will force increasing numbers of individuals to rely on emergency care, according to a new Report Card on the State of Emergency Medicine by the American College of Emergency Physicians.

Listen to pre-conference comments from Cindy Rentsch.

During Emergency Room Utilization: Developing a Team Approach to Address Overcrowding Factors That Increase Wait Time, a 90-minute webinar on CD-ROM, three industry insiders described the strategies that their organizations have implemented to improve throughput in the ER to increase efficiencies, reduce costs and improve patient outcomes and satisfaction.

Key Learning Points

Cindy Rentsch, clinical director of emergency services at Edward Hospital, along with Joan Heater, director of nursing emergency services, Banner Gateway Medical Center and Kevin Roche, director of the management engineering program at Banner Health Corporation, described:

  • Building a culture of customer service and patient satisfaction in the emergency room;
  • Creating effective communication strategies among the ER staff and between the staff and patients that yield results;
  • Serving the needs of the urgent and the non-urgent patients satisfactorily in the ER;
  • Implementing strategies and tools that measure and audit performance in the ER;
  • Adapting Edward Hospital's Door to Doc methodology for many populations and patient volume levels;
  • Implementing strategies to streamline time of patient arrival to physician exam;
  • Creating a dashboard to track department operations; and
  • Analyzing the bottom line impact on improved performance.

Formats Available

Our training programs come in several formats to accommodate wide ranging schedules and needs. You can choose from the following formats:

  • CD-ROM for computer play — CD-ROM with .wav file that plays on most computers. CD includes PDF files that you can print and follow along with the speaker presentations. Also includes printed transcript of the conference proceedings.
  • CD-ROM for stereo play — CD-ROM with .wav file that plays on most computers and home and car stereos. CD includes PDF files that you can print and follow along with the speaker presentations. Also includes printed transcript of the conference proceedings.
  • On-Demand Web Access — Receive a username and password to access the webinar via the web. Includes links to download and print PDF versions of the speakers' presentations.
  • Training DVD — A click and play DVD that you can use to train multiple employees at once. Follow along with the speakers' as they move through their slides. Also includes printed transcript and a set of handouts that you can copy and share with participants.

Have questions on our webinar and/or webinar formats? Visit our webinar FAQ.

You can listen to this program right in your office and enjoy significant savings – no travel time or hassle; no hotel expenses. It’s so convenient! Invite your staff members to gather around a conference table to listen to the CD, DVD or the On Demand version.


CEOs, medical directors, health plan executives, care management nurses, physician executives and business development and strategic planning directors.


Cindy Rentsch
Even when a dedicated children's ER isn't possible, there are three ways to improve turnaround times and treatment for pediatric patients.

Cindy Rentsch, RN, MSN, CCRN, CEN, is currently the clinical director of emergency services, EMS and Trauma at Edward Hospital. As the clinical director, she supervises clinical leaders, nurse managers and emergency department staff members.

Rentsch has 25 years of management and education experience related to healthcare. She has held nurse manager and director positions at four different facilities throughout the nation, with over 10 years of management experience and has planned and presented at several healthcare conferences, including the National Nursing Magnet Conferences in 2007 and 2008.

Rentsch received her nursing degree and master’s degree in Nursing Administration from the University of Indiana.

Kevin Roche

Kevin T. Roche is currently a management engineering program director with Banner Health Corporation. His research has focused on capacity modeling and control in hospitals. Along with Dr. Jeffery Cochran, he has been working on developing and applying industrial engineering and operations research tools and thinking to solve problems throughout the healthcare system.

Roche began working in healthcare doing research for Banner as a graduate student at Arizona State University (ASU.) He utilized his research experience in the semiconductor manufacturing industry and applied it to operational-improvement principles in the healthcare industry.

Roche has published journal articles in two technical journals, Computers and Operations Research and The Journal of the Operational Research Society. He continues to speak at a number of industrial engineering and healthcare conferences and webinars.

Roche received a Bachelor of Science in Industrial Engineering and a Master of Science in Engineering from ASU. He received his Ph.D. in Industrial Engineering from Arizona State University’s Ira A. Fulton School of Engineering.

Joan Heater

Joan Heater is the director of nursing for emergency services at Banner Gateway Medical Center in Gilbert, Ariz. Heater has been an emergency department director since 2000 and continuously challenges her staff to be creative in improving the emergency department patient experience. She has led her emergency department to a greater than 90th percentile in patient satisfaction and world class level for staff satisfaction as measured by Gallup.

With more than 20 years of experience in the healthcare industry, Heater has constantly and undeniably raised the bar for her emergency departments. Heater’s nursing background combined with her experience in hospital management provides the expertise necessary to help organizations favorably impact efficiency and patient care. She brings her passion and enthusiasm to Banner Health leading the charge to make emergency departments a better place for employees to work, for physicians to practice and for patients to receive care. Heater is truly committed to doing what she calls "simply the right thing for patients."

Publication Date: January 14, 2009
Number of Pages: Webinar
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