Lateral Service to Deliver Better Patient Care

“As director of our level I emergency department, I was called to a medical-surgical unit to perform service recovery for a newly admitted female patient who expressed dissatisfaction regarding her ED wait time. As I waited outside the room, I overheard a physician say to the patient and her family, “I'm sorry that you got stuck in that black hole of an ED.”Courtney Vose, RN, MBA, MSN, APRN