NORTH PROVIDENCE — In 2013, Fatima Hospital handled 25,569 emergency department visits. Dr. Josiah Child, Chief of Emergency Services, said the average waiting time then was about 55 minutes.
But now, thanks to the introduction of some interactive technology, the waiting time for patients has been greatly reduced.
“Now, we have it down to an average of about 12 minutes,” Child told the Rhode Island Catholic, adding that the number is calculated off the longest time that any patient is seen by a physician. “Our wait times are much, much lower than most places. “We can determine what kind of resources a patient needs right away.”
And there’s more good news: Fatima is the first hospital in Rhode Island to post current emergency department waiting times online. It’s listed on a banner near the top of the Fatima web page at FatimaHospital.com.
“This is something that patients are interested in,” said Child. “People find it exciting.”
According to the hospital, emergency room staff members update the waiting times every half hour. In addition to computers, the information can also be accessed via mobile devices.
The feature, which was implemented in April, is creating a buzz at the hospital.
“Patients are feeling empowered because they have the information to make a choice,” said Child. “When they interact with complex institutions, they have an instinct of when their time is being wasted and when they’re part of a mechanism that’s not focused on them. We’re trying to break down those bureaucratic barriers such that every patient is fitting the same mold and address the need right up front.”
He went on to say that it’s also good for doctors, nurses, and other hospital employees.
“For the staff, it’s a little bit of a reminder that our concerns are not just about the patient in front of us, but also the patient we cannot see,” Child said. “It’s a bit of a nudge that our job is to keep patients safe in the entire department, not just those who are in beds.”
Marc Rizzo, who recently visited Fatima for a respiratory issue, spoke highly of the hospital, as well as the new service. As a North Providence firefighter, he said he’s always impressed with the immediate care staffers give patients.
“Anytime we come in here with a call from patients, they are very respectful and helpful,” he said of hospital employees. “They give you the attention you need.”
Child said one of the most “dangerous” aspects of visiting an emergency room is waiting, as “inordinately” long waiting times often cause patients stress and anxiety. He also recalled a personal experience during a childhood visit to an emergency room after getting a fish bone caught behind his tonsil.
“I remember being in the waiting room and feeling completely terrified,” said Child, noting that he waited at least 40 minutes to see a doctor. “In retrospect, the most terrifying aspect was waiting. We need to do everything we can to give patients the medical screenings that we are required to do by federal law in a timely fashion.”
The new feature is part of a redesign project that began about a year ago. It’s the latest innovation in the emergency department, as Fatima and its sister hospital, Roger Williams Medical Center, last year became the first in the state to open elder-friendly emergency departments. There, patients 65 years and older are treated in a separate area that’s fine-tuned to cater to their specific needs.
“We care about how people feel underneath the skin, as well,” Child said, noting that the eventual goal is to post waiting times to sister sites, including Roger Williams and St. Joseph Health Center. “A patient could look and see if there was a surge at Fatima so they can go to another site which is right down the road and be seen right away. The resources of emergency medicine would more accurately match the needs of the patients.”
