The Right Patient All the Time

The Problem

Incorrect patient identification through the registration process increases the potential for patient harm in the short term, with long-term downstream effects that include increased financial liability, diminished reputation and decreased physician loyalty and associate satisfaction.

• 7 million entries currently in system
• 10 to 15 percent of those entries are incorrect, resulting in increased potential to create duplicate medical record numbers
• Currently, system-wide 80 to 640 duplicate medical records are created per month
• Duplicate medical records can result directly in patient harm

The Solution

Advocate decided on a system-wide initiative at: Christ Medical Center, Condell Medical Center, Illinois Masonic Medical Center, Lutheran General Hospital, Good Samaritan Hospital, Good Shepherd Hospital, South Suburban Hospital and Trinity Hospital The goal was to create a consistent, standardized, system-wide process for patient identification during registration and intake that accurately identifies patient at point of registration with accurate subsequent verification to provide the right care to the right patient in all settings 100 percent of the time. Frontline staff was actively involved in a series of facilitated events to create solutions to root cause issues in the patient identification process. After multiple events, standard work was created and a four-hour, instructor lead course was developed. The course covers standardized naming conventions, search guidelines, wrist-banding and verification procedures, as well as the FTC Red Flag Rules. Best practices were incorporated to address process issues, such as the implementation of stat registration in the ED.

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