Going to the Emergency Department (ED) while you're ill is tough, but what adds to the stress is the unpredictable wait time once you arrive.

Walking out prematurely weakens the efforts of healthcare providers to deliver safe and effective care and can pose a serious threat to Veterans who are seeking emergency care.

VHSO is committed to providing the best care to Veterans. One way to create a better experience for Veterans is through transparency and communication. VHSO recently installed a Digital Display Wait Time Board in the ED Waiting Room. The board is designed to enhance transparency, minimize frustration, and improve the overall experience for Veterans when they are at their worst. By clearly displaying wait times and other pertinent information, VHSO is ensuring that Veterans are well-informed and can better navigate their ED visits.

"We take pride in being able to quickly evaluate and treat Veterans in our ED, often without having to wait for room assignment. Occasionally, Veterans will need to wait for a room assignment. We want to ensure that our patients understand that they are not seen in the order they present, but rather by acuity. Seriously ill patients are given priority for care. A sudden increase in the number of very ill patients could mean that those with less urgent conditions may wait longer," said Morgan Gray, MSN, RN, Emergency Department Nurse Manager. "It's all about managing expectations and helping to decrease any frustration about wait times through the power of communication."

While the Wait Time Board does not shorten the actual wait times, it plays a crucial role in helping Veterans and their guests understand and manage their expectations. Knowledge is power, and by clearly displaying the current estimated wait times for most patients to see a provider, the board relieves the anticipation and reduces the stress of the unknown. It ensures patients are informed about the process, even though it does not influence the order in which they are seen, which is based on the severity of their conditions.

"Our goal is to ensure Veterans feel informed and valued throughout their visit," said Grant Garrett, MSN, RN, Associate Chief Nurse for Acute Care. "Through clear communication and transparency, we aim to build trust and reduce the anxiety associated with waiting times." Grant reminds all Veterans to remain in the ED after checking in. "Veterans' health and safety are our highest priorities,” Grant continued. “Leaving before being seen could delay important care or lead to complications. By staying, you allow our team the chance to fully assess your condition, provide timely treatment, and support you with the expert care you deserve."

VHSO’s goal is to alleviate frustration when waiting in the ED and provide Veterans with the transparency and timely care they deserve.

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