Front End Emergency Department, Essay Example

Introduction

Emergency departments require knowledgeable and experienced professionals to fill all staffing positions in both clinical and administrative areas. The latter represents a challenge for many hospitals because the level of knowledge and skill to maintain efficient and cost effective operations is significant. Administrative staff members in front-line positions must be effectively prepared to manage a multitude of tasks on a daily basis, including high patient turnover volumes and routine patient status updates. The general nature of the emergency department is challenging because of the urgent nature of patient admissions; therefore, front desk personnel must be prepared to manage these tasks effectively and resourcefully at all times. It is necessary for these employees to possess a number of important characteristics, including organizational and critical thinking skills, the ability to remain calm in the wake of traumas and other urgent conditions, and the ability to adapt to cultural differences amongst patients, family members, and other personnel in a successful manner. The following discussion will address these objectives in greater detail and will emphasize the importance of an efficient and optimal front end in all emergency departments to promote high quality services at all times.

Body

Front end operations in all emergency rooms must be efficient and optimized as best as possible, using available resources wisely and knowledge in an effective manner (Wiler et.al 142). Under these circumstances, it is important to recognize the challenges that are evident in this practice and what steps are required to ensure that conditions are as successful as possible (Wiler et.al 142). For example, front end activities typically include patient registration, triage, financial and insurance management, counseling with family members, basic patient evaluations, and bed assignments, in addition to scheduling and other duties as required (Wiler et.al 142). It is the responsibility of this team of employees to maintain an organized and efficient approach for all operations and to be prepared for traumas and other unexpected events on a consistent basis (Wiler et.al 142). One challenge to consider is the smooth transition of patients into and out of the emergency department, which typically occurs in several steps (Wiler et.al 142). This practice may tend to be tedious and is often thrown off balance when emergency departments are overcrowded and/or understaffed. Under these conditions, it may be difficult for the front end staff to keep up with demand, thereby creating an imbalance throughout the emergency department (Wiler et.al 142).

In most emergency departments, particularly in metropolitan areas, patients are evaluated from a variety of diverse population groups; therefore, front end staff members must be effectively trained to communicate information to these patients without difficulties (Bronheim 1). Under these conditions, front end staff members must demonstrate cultural competence and awareness so that patients are provided with a greater sense of comfort during emergency department visits (Bronheim 1). Communication is critical during this process so that patients and family members are fully aware of the actions that are taking place and what steps will occur next (Bronheim 1). Open lines of communication and understanding will allow patients and families to experience an improved sense of trust in the services that are being provided to them (Bronheim 1). These efforts will also provide patients with solutions and instructions for any future follow up visits, tests, or medications that are required (Bronheim 1).

In an effort to provide front end employees with optimal training and education regarding patient diversity, cultural competence and skill are essential for all members of this group of employees (Bronheim 4). This includes the development of the appropriate policies and procedures to accommodate communication and other responsibilities in working with patients and families from different cultures (Bronheim 4). This alternative provides significant benefits to employees so that they possess knowledge of cultural differences, they are able to provide compassion and support to patients and their families, and they are able to communicate with patients who speak different languages as the need arises (Bronheim 4). In addition, front end staffers who possess knowledge and experience of patients from different cultures will be able to identify problems, potential conflicts, and other issues as they arise and alert clinical staff members in regards to these concerns ahead of time in an effective manner (Bronheim 4). These and other factors provide considerable support in promoting a more efficient and experienced front end operation in an emergency department.

Conclusion

Front end employees in emergency departments serve as the first line of defense in greeting visitors and registering patients. These tasks are critical to the success of emergency department operations at all levels. Front end staffers must demonstrate knowledge and skill in a variety of areas and must be apprised of changes to existing practices and procedures as they arise. In addition, this group of employees must be prepared to work with patients from a variety of cultures, many of whom may speak other languages or have different health customs. These factors must be considered when evaluating patients and front desk employees should be effectively trained and prepared to offer an efficient and helpful experience for all patients and their families. These efforts will also support clinical care and treatment for patients admitted to emergency rooms so that their needs are also met in a timely and resourceful manner at all stages. These efforts will encourage front end staffers to perform their roles and responsibilities to the best of their ability.

Works Cited

Bronheim, Suzanne. It all starts at the front desk. National Center for Cultural Competence.Web. 14 February 2013.

Wiler, Jennifer L., Gentle, Christopher, Hafpenny, James M., Heins, Alan, Mehrotra, Abhi, Mikhail, Michael G., and Fite, Diana. ”Optimizing emergency department front-end operations.” Annals of Emergency Medicine 55.2(2010): 142-160.