Decreased health care quality associated with emergency department overcrowding

The impact of emergency department overcrowding on resident education

BACKGROUND

Few studies have evaluated the effect of Emergency Department (ED) overcrowding on resident education.

OBJECTIVES

To determine the impact of ED overcrowding on Emergency Medicine (EM) resident education.

MATERIALS AND METHODS

A prospective cross-sectional study was performed from March to May 2009. Second- and third-year EM residents, blinded to the research objective, completed a questionnaire at the end of each shift. Residents were asked to evaluate the educational quality of each shift using a 10-point Likert scale. Number of patients seen and procedures completed were recorded. Responses were divided into ED overcrowding (group O) and non-ED overcrowding (group N) groups. ED overcrowding was defined as >2 h of ambulance diversion per shift. Questionnaire responses were compared using Mann-Whitney U tests. Number of patients and procedures were compared using unpaired T-tests.

RESULTS

During the study period, 125 questionnaires were completed; 54 in group O and 71 in group N. For group O, the median educational value score was 8 (interquartile range [IQR] 7-10), compared to 8 (IQR 8-10) for group N (p = 0.24). Mean number of patients seen in group O was 12.3 (95% confidence interval [CI] 11.4-13.2), compared to 13.9 (95% CI 12.7-15) in group N (p = 0.034). In group O, mean number of procedures was 0.9 (95% CI 0.6-1.2), compared to 1.3 (95% CI 1-1.6) in group N (p = 0.047).

CONCLUSIONS

During overcrowding, EM residents saw fewer patients and performed fewer procedures. However, there was no significant difference in resident perception of educational value during times of overcrowding vs. non-overcrowding.

Factors associated with prolonged emergency department length of stay for admitted children

OBJECTIVE

To estimate the prevalence of and to identify factors associated with prolonged emergency department length-of-stay (ED-LOS) for admitted children.

METHODS

Data were from the 2001-2006 National Hospital Ambulatory Medical Care Survey. The primary outcome was prolonged ED-LOS (defined as total ED time >8 hours) among admitted children. Predictor variables included patient-level (eg, demographics including race/ethnicity, triage score, diagnosis, and admission to inpatient bed vs intensive care unit), physician-level (intern/resident vs attending physician), and system-level (eg, region, metropolitan area, ED and hospital type, time and season, and diagnostic and therapeutic procedures) factors. Multivariable logistic regression was performed to identify independent predictors of prolonged ED-LOS.

RESULTS

Median ED-LOS for admitted children was 3.7 hours. Thirteen percent of pediatric patients admitted from the ED experienced prolonged ED-LOS. Factors associated with prolonged ED-LOS for admitted children were Hispanic ethnicity (odds ratio [OR], 1.76; 95% confidence interval [95% CI], 1.10-2.81), ED arrival between midnight and 8 a.m. (OR, 2.80; 95% CI, 1.87-4.20), winter season (January-March: OR, 1.81; 95% CI, 1.20-2.74), computed tomography scan or magnetic resonance imaging (OR, 1.65; 95% CI, 1.05-2.58), and intravenous fluids or medications (OR, 1.81; 95% CI, 1.10-2.97). Children requiring ICU admissions (OR, 0.29; 95% CI, 0.11-0.77) or receiving pulse oximetry in the ED (OR, 0.52; 95% CI, 0.34-0.81) had a lower risk of experiencing prolonged ED-LOS.

CONCLUSIONS

We found that prolonged ED-LOS occurs frequently for admitted pediatric patients and is associated with Hispanic ethnicity, presentation during winter season, and early morning arrival. Potential strategies to reduce ED-LOS include improved availability of interpreter services and enhanced staffing and additional inpatient bed availability during winter season and overnight hours.

Supplemented Triage and Rapid Treatment (START) improves performance measures in the emergency department

BACKGROUND

Emergency Department (ED) crowding is well recognized, and multiple studies have demonstrated its negative effect on patient care.

STUDY OBJECTIVES

This study aimed to assess the effect of an intervention, Supplemented Triage and Rapid Treatment (START), on standard ED performance measures. The START program complemented standard ED triage with a team of clinicians who initiated the diagnostic work-up and selectively accelerated disposition in a subset of patients.

METHODS

This retrospective before-after study compared performance measures over two 3-month periods (September-November 2007 and 2008) in an urban, academic tertiary care ED. Data from an electronic patient tracking system were queried over 12,936 patients pre-intervention, and 14,220 patients post-intervention. Primary outcomes included: 1) overall length of stay (LOS), 2) LOS for discharged and admitted patients, and 3) the percentage of patients who left without complete assessment (LWCA).

RESULTS

In the post-intervention period, patient volume increased 9% and boarder hours decreased by 1.3%. Median overall ED LOS decreased by 29 min (8%, 361 min pre-intervention, 332 min post-intervention; p < 0.001). Median LOS for discharged patients decreased by 23 min (7%, 318 min pre-intervention, 295 min post-intervention; p < 0.001), and by 31 min (7%, 431 min pre-intervention, 400 min post-intervention) for admitted patients. LWCA was decreased by 1.7% (4.1% pre-intervention, 2.4% post-intervention; p < 0.001).

CONCLUSIONS

In this study, a comprehensive screening and clinical care program was associated with a significant decrease in overall ED LOS, LOS for discharged and admitted patients, and rate of LWCA, despite an increase in ED patient volume.

Is the right to information fulfilled in an emergency department? Patients' perceptions of the care provided

RATIONALE, AIMS AND OBJECTIVE

In an emergency department (ED), the effective exchange of information between patients and health care providers is recognized as being critically important to patient care. The aims of this study were to evaluate the extent to which the right to information is fulfilled in the ED, to ascertain the degree of patient satisfaction with the attention received and to evaluate the relation between satisfaction and the information received, waiting time and seriousness of the emergency.

METHODS

This is a cross-sectional survey that involved 300 patients who consulted an ED during a period of 3 months. The data were obtained by means of a self-administered validated questionnaire: sociodemographic characteristics, variables related with the treatment received and overall satisfaction were obtained. Medical records were also analysed.

RESULTS

The percentages of patients who received information about the reason for a complementary test, discomfort and complications were: 90.4%, 68.3% and 37%, respectively. In all, 98.3% claimed to have understood diagnosis, but when their written answers were analysed only 37.7% were exactly correlated. The percentages of patients who received information about posology, duration and side effects on medication were: 89.9%, 85.7% and 53%, respectively. Overall, 66% of the patients considered the attention they received as 'good' or 'excellent'. There is a statistically significant relation between patient perceptions of received information and overall satisfaction of care and perceived waiting time.

CONCLUSION

Providing the patients with information in all phases of the care process, giving the opportunity to ask questions, resolving doubts and providing legible and easily understood discharge instructions all contribute to increasing patient satisfaction in ED.

ED overcrowding is associated with an increased frequency of medication errors

OBJECTIVES

Despite the growing problems of emergency department (ED) crowding, the potential impact on the frequency of medication errors occurring in the ED is uncertain. Using a metric to measure ED crowding in real time (the Emergency Department Work Index, or EDWIN, score), we sought to prospectively measure the correlation between the degree of crowding and the frequency of medication errors occurring in our ED as detected by our ED pharmacists.

METHODS

We performed a prospective, observational study in a large, community hospital ED of all patients whose medication orders were evaluated by our ED pharmacists for a 3-month period. Our ED pharmacists review the orders of all patients in the ED critical care section and the Chest Pain unit, and all admitted patients boarding in the ED. We measured the Spearman correlation between average daily EDWIN score and number of medication errors detected and determined the score's predictive performance with receiver operating characteristic (ROC) curves.

RESULTS

A total of 283 medication errors were identified by the ED pharmacists over the study period. Errors included giving medications at incorrect doses, frequencies, durations, or routes and giving contraindicated medications. Error frequency showed a positive correlation with daily average EDWIN score (Spearman's rho = 0.33; P = .001). The area under the ROC curve was 0.67 (95% confidence interval, 0.56-0.78) with failure defined as greater than 1 medication error per day.

CONCLUSIONS

We identified an increased frequency of medication errors in our ED with increased crowding as measured with a real-time modified EDWIN score.

Patient population and factors determining length of stay in adult ED of a Turkish University Medical Center

This study is designed to analyze retrospectively patients who present to adult emergency department (ED) from January 1, 2002, to February 28, 2002. Age, sex, presentation time to ED, length of stay in emergency service, consultations, the number of patients who need to be hospitalized and also the number of hospitalized patients, diagnosis categories, and discharge instructions are analyzed. It is found that patients in most admissions are at 21 to 25 years of age. At night, the number of visits is decreased. Hospitalizations could be done to only about half of patients who in fact should be hospitalized. There is a correlation between the length of stay of patients in emergency service and the number of consultations per patient. There is also a correlation between patient complexity and length of stay in emergency service. The ED overcrowding rises with increased visits and patients staying in ED who should be hospitalized.

National study of patient, visit, and hospital characteristics associated with leaving an emergency department without being seen: predicting LWBS

OBJECTIVES

The objective was to estimate the national left-without-being-seen (LWBS) rate and to identify patient, visit, and institutional characteristics that predict LWBS.

METHODS

This was a retrospective cross-sectional analysis using the National Hospital Ambulatory Medical Care Survey (NHAMCS) from 1998 to 2006. Bivariate and multivariate analyses were performed to identify predictors of LWBS.

RESULTS

The national LWBS rate was 1.7 (95% confidence interval [CI] = 1.6 to 1.9) patients per 100 emergency department (ED) visits each year. In multivariate analysis, patients at extremes of age (<18 years, odds ratio [OR] = 0.80, 95% CI = 0.66 to 0.96; and > or =65 years, OR = 0.46, 95% CI = 0.32 to 0.64) and nursing home residents (OR = 0.29, 95% CI = 0.08 to 1.00) were associated with lower LWBS rates. Nonwhites (black or African American (OR = 1.41, 95% CI = 1.22 to 1.63) and Hispanic (OR = 1.25, 95% CI = 1.04 to 1.49), Medicaid (OR = 1.47, 95% CI = 1.27 to 1.70), self-pay (OR = 1.96, 95% CI = 1.65 to 2.32), or other insurance (OR = 2.09, 95% CI = 1.74 to 2.52) patients were more likely to LWBS. Visit characteristics associated with LWBS included visits for musculoskeletal (OR = 0.70, 95% CI = 0.57 to 0.85), injury/poisoning/adverse event (OR = 0.65, 95% CI = 0.53 to 0.80), and miscellaneous (OR = 1.56, 95% CI = 1.19 to 2.05) complaints. Visits with low triage acuity were more likely to LWBS (OR = 3.59, 95% CI = 2.81 to 4.58), whereas visits that were work-related were less likely to LWBS (OR = 0.19, 95% CI = 0.12 to 0.29). Institutional characteristics associated with LWBS were visits in metropolitan areas (OR = 2.11, 95% CI = 1.66 to 2.70) and teaching institutions (OR = 1.33, 95% CI = 1.06 to 1.67).

CONCLUSIONS

Several patient, visit, and hospital characteristics are independently associated with LWBS. Prediction and benchmarking of LWBS rates should adjust for these factors.

Increasing length of stay among adult visits to U.S. Emergency departments, 2001-2005

BACKGROUND

Emergency departments (EDs) are traditionally designed to provide rapid evaluation and stabilization and are neither staffed nor equipped to provide prolonged care. Longer ED length of stay (LOS) may compromise quality of care and contribute to delays in the emergency evaluation of other patients.

OBJECTIVES

The objective was to determine whether ED LOS increased between 2001 and 2005 and whether trends varied by patient and hospital factors.

METHODS

This was a retrospective analysis of a nationally representative sample of 138,569 adult ED visits from the National Hospital Ambulatory Medical Care Survey (NHAMCS), 2001 to 2005. ED LOS was measured from registration to discharge.

RESULTS

Median ED LOS increased 3.5% per year from 132 minutes in 2001 to 154 minutes in 2005 (p-value for trend < 0.001). There was a larger increase among critically ill patients for whom ED LOS increased 7.0% annually from 185 minutes in 2001 to 254 minutes in 2005 (p-value for trend < 0.01). ED LOS was persistently longer for black/African American, non-Hispanic patients (10.6% longer) and Hispanic patients (13.9% longer) than for non-Hispanic white patients, and these differences did not diminish over time. Among factors potentially associated with increasing ED LOS, a large increase was found (60.1%, p-value for trend < 0.001) in the use of advanced diagnostic imaging (computed tomography [CT], magnetic resonance imaging [MR], and ultrasound [US]) and in the proportion of ED visits at which five or more diagnostic or screening tests were ordered (17.6% increase, p-value for trend = 0.001). The proportion of uninsured patients was stable throughout the study period, and EDs with predominately privately insured patients experienced significant increases in ED LOS (4.0% per year from 2001 to 2005, p-value for trend < 0.01).

CONCLUSIONS

Emergency department LOS in the United States is increasing, especially for critically ill patients for whom time-sensitive interventions are most important. The disparity of longer ED LOS for African Americans and Hispanics is not improving.

Natural history of late discharges from a general medical ward

BACKGROUND

Slow hospital discharges reduce efficiency and compromise care for patients awaiting a bed. Although efficient discharge is a widely held goal, the natural history of the discharge process has not been well studied.

OBJECTIVE

To describe the discharge process and identify factors associated with longer and later discharges.

DESIGN

Prospective cohort study.

SETTING

A general medicine ward without house-staff coverage, in a tertiary care hospital (The Johns Hopkins Hospital) in Baltimore, Maryland, from January 1, 2005 to April 30, 2005.

PATIENTS

Two hundred and nine consecutively discharged adult inpatients.

MEASUREMENTS

Discharge time (primary outcome) and discharge duration (secondary outcome).

RESULTS

Median discharge time was 3:09 PM (25th% to 75th%: 1:08 to 5:00 PM). In adjusted analysis, discharge time was associated with ambulance used on discharge (1.5 hours), prescriptions filled prior to discharge (1.4 hours), subspecialty consult prior to discharge (1.2 hours), and procedure prior to discharge (1.1 hours). Median duration of the discharge process was 7 hours 34 minutes (25th% to 75th%: 4.0 to 22.0 hours). Discharge duration was associated with discharge to a location other than home (28.9 hours), and with need for consultation (14.8 hours) or a procedure (13.4 hours) prior to discharge (all P values <0.05).

CONCLUSIONS

Discharge time and duration have wide variability. Longer and later discharges were associated with procedures and consults. Successful efforts to decrease time of discharge will require broad institutional effort to improve delivery of interdepartmental services.

Emergency department patients who stay more than 6 hours contribute to crowding

BACKGROUND

Admitted and discharged patients with prolonged emergency department (ED) stays may contribute to crowding by utilizing beds and staff time that would otherwise be used for new patients.

OBJECTIVES

To describe patients who stay > 6 h in the ED and determine their association with measures of crowding.

METHODS

This was a retrospective, observational study carried out over 1 year at a single, urban, academic ED.

RESULTS

Of the 96,562 patients seen, 16,017 (17%) stayed > 6 h (51% admitted). When there was at least one patient staying > 6 h, 60% of the time there was at least one additional patient in the waiting room who could not be placed in an ED bed because none was open. The walk-out rate was 0.34 patients/hour when there were no patients staying in the ED > 6 h, vs. 0.77 patients/hour walking out when there were patients staying > 6 h in the ED (p < 0.001). When the ED contained more than 3 patients staying > 6 h, a trend was noted between increasing numbers of patients staying in the ED > 6 h and the percentage of time the ED was on ambulance diversion (p = 0.011).

CONCLUSION

In our ED, having both admitted and discharged patients staying > 6 h is associated with crowding.

The effect of emergency department crowding on clinically oriented outcomes

BACKGROUND

An Institute of Medicine (IOM) report defines six domains of quality of care: safety, patient-centeredness, timeliness, efficiency, effectiveness, and equity. The effect of emergency department (ED) crowding on these domains of quality has not been comprehensively evaluated.

OBJECTIVES

The objective was to review the medical literature addressing the effects of ED crowding on clinically oriented outcomes (COOs).

METHODS

We reviewed the English-language literature for the years 1989-2007 for case series, cohort studies, and clinical trials addressing crowding's effects on COOs. Keywords searched included "ED crowding,""ED overcrowding,""mortality,""time to treatment,""patient satisfaction,""quality of care," and others.

RESULTS

A total of 369 articles were identified, of which 41 were kept for inclusion. Study quality was modest; most articles reflected observational work performed at a single institution. There were no randomized controlled trials. ED crowding is associated with an increased risk of in-hospital mortality, longer times to treatment for patients with pneumonia or acute pain, and a higher probability of leaving the ED against medical advice or without being seen. Crowding is not associated with delays in reperfusion for patients with ST-elevation myocardial infarction. Insufficient data were available to draw conclusions on crowding's effects on patient satisfaction and other quality endpoints.

CONCLUSIONS

A growing body of data suggests that ED crowding is associated both with objective clinical endpoints, such as mortality, as well as clinically important processes of care, such as time to treatment for patients with time-sensitive conditions such as pneumonia. At least two domains of quality of care, safety and timeliness, are compromised by ED crowding.

Emergency department admissions are more profitable than non-emergency department admissions

STUDY OBJECTIVE

We compare the contribution margin per case per hospital day of emergency department (ED) admissions with non-ED admissions in a single hospital, a 600-bed, academic, tertiary referral, Level I trauma center with an annual ED census of 100,000.

METHODS

This was a retrospective comparison of the contribution margin per case per day for ED and non-ED inpatient admissions for fiscal years 2003, 2004, and 2005 (October 1 through September 30). Contribution margin is defined as net revenue minus total direct costs; it is then expressed per case per hospital day. Service lines are a set of linked patient care services. Observation admissions and outpatient services are not included. Resident expenses (eg, salary and benefits) and revenue (ie, Medicare payment of indirect medical expenses and direct medical expenses) are not included. Overhead expenses are not included (eg, building maintenance, utilities, information services support, administrative services).

RESULTS

For fiscal year 2003 through fiscal year 2005, there were 51,213 ED and 57,004 non-ED inpatient admissions. Median contribution margin per day for ED admissions was higher than for non-ED admissions: ED admissions $769 (interquartile range $265 to $1,493) and non-ED admissions $595 (interquartile range $178 to $1,274). Median contribution margin per day varied by site of admissions, by diagnosis-related group, by service line, and by insurance type.

CONCLUSION

In summary, ED admissions in our institution generate a higher contribution margin per day than non-ED admissions.

Systematic review of emergency department crowding: causes, effects, and solutions

Emergency department (ED) crowding represents an international crisis that may affect the quality and access of health care. We conducted a comprehensive PubMed search to identify articles that (1) studied causes, effects, or solutions of ED crowding; (2) described data collection and analysis methodology; (3) occurred in a general ED setting; and (4) focused on everyday crowding. Two independent reviewers identified the relevant articles by consensus. We applied a 5-level quality assessment tool to grade the methodology of each study. From 4,271 abstracts and 188 full-text articles, the reviewers identified 93 articles meeting the inclusion criteria. A total of 33 articles studied causes, 27 articles studied effects, and 40 articles studied solutions of ED crowding. Commonly studied causes of crowding included nonurgent visits, "frequent-flyer" patients, influenza season, inadequate staffing, inpatient boarding, and hospital bed shortages. Commonly studied effects of crowding included patient mortality, transport delays, treatment delays, ambulance diversion, patient elopement, and financial effect. Commonly studied solutions of crowding included additional personnel, observation units, hospital bed access, nonurgent referrals, ambulance diversion, destination control, crowding measures, and queuing theory. The results illustrated the complex, multifaceted characteristics of the ED crowding problem. Additional high-quality studies may provide valuable contributions toward better understanding and alleviating the daily crisis. This structured overview of the literature may help to identify future directions for the crowding research agenda.

Improving service quality by understanding emergency department flow: a White Paper and position statement prepared for the American Academy of Emergency Medicine

Emergency Department (ED) crowding is a common problem in the United States and around the world. Process reengineering methods can be used to understand factors that contribute to crowding and provide tools to help alleviate crowding by improving service quality and patient flow. In this article, we describe the ED as a service business and then discuss specific methods to improve the ED quality and flow. Methods discussed include demand management, critical pathways, process-mapping, Emergency Severity Index triage, bedside registration, Lean and Six Sigma management methods, statistical forecasting, queuing systems, discrete event simulation modeling and balanced scorecards. The purpose of this review is to serve as a background for emergency physicians and managers interested in applying process reengineering methods to improving ED flow, reducing waiting times, and maximizing patient satisfaction. Finally, we present a position statement on behalf of the American Academy of Emergency Medicine addressing these issues.

Forecasting emergency department crowding: a discrete event simulation

STUDY OBJECTIVE

To develop a discrete event simulation of emergency department (ED) patient flow for the purpose of forecasting near-future operating conditions and to validate the forecasts with several measures of ED crowding.

METHODS

We developed a discrete event simulation of patient flow with evidence from the literature. Development was purely theoretical, whereas validation involved patient data from an academic ED. The model inputs and outputs, respectively, are 6-variable descriptions of every present and future patient in the ED. We validated the model by using a sliding-window design, ensuring separation of fitting and validation data in time series. We sampled consecutive 10-minute observations during 2006 (n=52,560). The outcome measures--all forecast 2, 4, 6, and 8 hours into the future from each observation--were the waiting count, waiting time, occupancy level, length of stay, boarding count, boarding time, and ambulance diversion. Forecasting performance was assessed with Pearson's correlation, residual summary statistics, and area under the receiver operating characteristic curve.

RESULTS

The correlations between crowding forecasts and actual outcomes started high and decreased gradually up to 8 hours into the future (lowest Pearson's r for waiting count=0.56; waiting time=0.49; occupancy level=0.78; length of stay=0.86; boarding count=0.79; boarding time=0.80). The residual means were unbiased for all outcomes except the boarding time. The discriminatory power for ambulance diversion remained consistently high up to 8 hours into the future (lowest area under the receiver operating characteristic curve=0.86).

CONCLUSION

By modeling patient flow, rather than operational summary variables, our simulation forecasts several measures of near-future ED crowding, with various degrees of good performance.

Prolonged Emergency Department Stays of Non–ST-Segment-Elevation Myocardial Infarction Patients Are Associated With Worse Adherence to the American College of Cardiology/American Heart Association Guidelines for Management and Increased Adverse Events

STUDY OBJECTIVE

We evaluate the association of emergency department (ED) length of stay with use of guideline-recommended therapies for acute treatments and clinical outcomes. Prolonged ED stays often reflect ED crowding or limited hospital capacity. We hypothesized that patients with non-ST-segment-elevation myocardial infarction who have ED stays of greater than 8 hours may have lower quality of care and worse outcomes.

METHODS

Using a secondary analysis of data from an observational registry (Can Rapid Risk Stratification of Unstable Angina Patients Suppress ADverse Outcomes with Early Implementation of the ACC/AHA Guidelines, CRUSADE), we compared rates of use of 5 individual acute (<24 hours) guideline-recommended therapies in patients with non-ST-segment-elevation myocardial infarction according to ED length of stay. Patients were grouped by length of stay (short [<4 hours], average [4 to 8 hours], or long [>8 hours]). Multivariable analyses were used to determine independent association of ED length of stay with acute medications and inhospital outcomes (death and myocardial infarction).

RESULTS

This analysis included 42,780 patients with non-ST-segment-elevation myocardial infarction. The median ED length of stay was 4.3 hours (25th to 75th percentile 2.9, 6.3); 15% of patients stayed longer than 8 hours. Patients who had long ED stays were more likely to be women and nonwhite and less likely to have health maintenance organization or private insurance. After adjustment, patients with long ED stays less often received guideline-recommended acute myocardial infarction therapies. Although risk-adjusted inhospital mortality rates were similar among groups, the rate of recurrent myocardial infarction increased among patients with long ED stays (odds ratio 1.23; 95% confidence interval 1.01 to 1.48) compared with those with average ED length of stay.

CONCLUSION

For patients with non-ST-segment-elevation myocardial infarction, long ED stays were associated with decreased use of guideline-recommended therapies and a higher risk of recurrent myocardial infarction. However, there was no observed difference in mortality. Factors associated with prolonged ED length of stay should be evaluated to optimize treatments and outcomes of patients with non-ST-segment-elevation myocardial infarction.

National study on the quality of emergency department care in the treatment of acute myocardial infarction and pneumonia

OBJECTIVES

To measure the quality of emergency department (ED) care for patients with acute myocardial infarction (AMI) and pneumonia (PNA) and to estimate the number of preventable deaths in these patients.

METHODS

The authors performed a cross sectional study of ED visits with the diagnosis of AMI or PNA from 1998 to 2004. Data from the National Hospital Ambulatory Medical Care Survey were used. The study involved 544 EDs across the United States. The authors measured the proportion of patients receiving recommended therapies for AMI (aspirin and beta-blockers [BBs]) and PNA (appropriate antibiotics and pulse oximetry). The excess deaths associated with current care were estimated.

RESULTS

Aspirin was administered to 40% and BBs to 17% of patients with AMI. Recommended antibiotics were administered to 69% and pulse oximetry was measured in 46% of patients with PNA. During the study period, the percentage receiving BBs and recommended antibiotics increased. There were more than 2.7 million opportunities to improve care and 22,000 excess deaths per year associated with current treatment of AMI and PNA.

CONCLUSIONS

Quality of care in the ED management of AMI and PNA is below national goals. This deficiency accounts for significant preventable deaths.

Effect of a holiday service reduction period on a hospital's emergency department access block

OBJECTIVE

To study the effect of holiday service reductions, consisting of bed and theatre closures, in a tertiary paediatric hospital on various measures of ED occupancy, including access block.

METHODS

Retrospective comparative observational study of all 2142 ED attendances during a holiday hospital service reduction period (the 'study period'), when the hospital's bed capacity was reduced by 17% and all elective operating theatres were closed, and all 4255 attendances during two control periods at a major tertiary children's hospital, using the ED's information system to collect data. The following outcome measures were derived from the raw data and compared between the control and study groups: proportion of all intended inpatient admissions that were actual inpatient admissions; proportion of intended inpatient admissions that were discharged home from the ED; proportion of all admissions that were ED admissions; access block, that is, the percentage of patients requiring inpatient admission who have a total ED time of greater than 8 h; the mean number of patients in the ED at any particular minute ('ED occupancy'); median waiting times to reach both the general ward and the operating theatre.

RESULTS

There were no statistically significant differences between the study group and the control group in all of the outcome measures except for access block, which showed a 16% relative improvement (49.8-41.7%) during the study period when compared with the control period (P < 0.01).

CONCLUSION

At this hospital, unacceptably high levels of ED access block persist both during and outside holiday periods, despite there being mild improvement in access block during the holiday period where bed closures were balanced against the effect of other service cutbacks (e.g. closing operating theatres).

Emergency department overcrowding and children

Emergency department (ED) overcrowding has been a serious issue on the national agenda for the past 2 decades and is rapidly becoming an increasingly significant problem for children. The goal of this report is to focus on the issues of overcrowding that directly impact children. Our findings reveal that although overcrowding seems to affect children in ways similar to those of adults, there are several important ways in which they differ. Recent reports document that more than 90% of academic emergency medicine EDs are overcrowded. Although inner-city, urban, and university hospitals have historically been the first to feel the brunt of overcrowding, community and suburban EDs are now also being affected. The overwhelming majority of children (92%) are seen in general community EDs, with only a minority (less than 10%) treated in dedicated pediatric EDs. With the exception of patients older than 65 years, children have higher visit rates than any other age group. Children may be at particularly increased risk for medical errors because of their inherent variability in size and the need for age-specific and weight-based dosing. We strongly recommend that pediatric issues be actively included in all future aspects of research and policy planning issues related to ED overcrowding. These include the development of triage protocols, clinical guidelines, research proposals, and computerized data monitoring systems.

Measuring and forecasting emergency department crowding in real time

STUDY OBJECTIVE

We quantified the potential for monitoring current and near-future emergency department (ED) crowding by using 4 measures: the Emergency Department Work Index (EDWIN), the National Emergency Department Overcrowding Scale (NEDOCS), the Demand Value of the Real-time Emergency Analysis of Demand Indicators (READI), and the Work Score.

METHODS

We calculated the 4 measures at 10-minute intervals during an 8-week study period (June 21, 2006, to August 16, 2006). Ambulance diversion status was the outcome variable for crowding, and occupancy level was the performance baseline measure. We evaluated discriminatory power for current crowding by the area under the receiver operating characteristic curve (AUC). To assess forecasting power, we applied activity monitoring operating characteristic curves, which measure the timeliness of early warnings at various false alarm rates.

RESULTS

We recorded 7,948 observations during the study period. The ED was on ambulance diversion during 30% of the observations. The AUC was 0.81 for the EDWIN, 0.88 for the NEDOCS, 0.65 for the READI Demand Value, 0.90 for the Work Score, and 0.90 for occupancy level. In the activity monitoring operating characteristic analysis, only the occupancy level provided more than an hour of advance warning (median 1 hour 7 minutes) before crowding, with 1 false alarm per week.

CONCLUSION

The EDWIN, the NEDOCS, and the Work Score monitor current ED crowding with high discriminatory power, although none of them exceeded the performance of occupancy level across the range of operating points. None of the measures provided substantial advance warning before crowding at low rates of false alarms.

System complexity as a measure of safe capacity for the emergency department

OBJECTIVES

System complexity is introduced as a new measure of system state for the emergency department (ED). In its original form, the measure quantifies the uncertainty of demands on system resources. For application in the ED, the measure is being modified to quantify both workload and uncertainty to produce a single integrated measure of system state.

METHODS

Complexity is quantified using an information-theoretic or entropic approach developed in manufacturing and operations research. In its original form, complexity is calculated on the basis of four system parameters: 1) the number of resources (clinicians and processing entities such as radiology and laboratory systems), 2) the number of possible work states for each resource, 3) the probability that a resource is in a particular work state, and 4) the probability of queue changes (i.e., where a queue is defined by the number of patients or patient orders being managed by a resource) during a specified time period.

RESULTS

An example is presented to demonstrate how complexity is calculated and interpreted for a simple system composed of three resources (i.e., emergency physicians) managing varying patient loads. The example shows that variation in physician work states and patient queues produces different scores of complexity for each physician. It also illustrates how complexity and workload differ.

CONCLUSIONS

System complexity is a viable and technically feasible measurement for monitoring and managing surge capacity in the ED.

Emergency Department Crowding: Old Problem, New Solutions

Emergency department (ED) crowding is becoming an increasing problem in EDs throughout the United States for a multitude of reasons, including an increase in patient volume and a decrease in available EDs. Crowding has an adverse impact on the ability to deliver quality and timely care and may contribute to adverse patient outcomes. Conceptually, factors that contribute to ED crowding can be divided into three domains, which correspond to their "sites of action": input, throughput, and output. A number of measures have been developed to better quantify crowding and its effects. More research needs to be done to better understand the factors that contribute to crowding, the impact of this problem on patients and ED throughput, and how to alleviate this nationwide crisis.

An independent evaluation of four quantitative emergency department crowding scales

BACKGROUND

Emergency department (ED) overcrowding has become a frequent topic of investigation. Despite a significant body of research, there is no standard definition or measurement of ED crowding. Four quantitative scales for ED crowding have been proposed in the literature: the Real-time Emergency Analysis of Demand Indicators (READI), the Emergency Department Work Index (EDWIN), the National Emergency Department Overcrowding Study (NEDOCS) scale, and the Emergency Department Crowding Scale (EDCS). These four scales have yet to be independently evaluated and compared.

OBJECTIVES

The goals of this study were to formally compare four existing quantitative ED crowding scales by measuring their ability to detect instances of perceived ED crowding and to determine whether any of these scales provide a generalizable solution for measuring ED crowding.

METHODS

Data were collected at two-hour intervals over 135 consecutive sampling instances. Physician and nurse agreement was assessed using weighted kappa statistics. The crowding scales were compared via correlation statistics and their ability to predict perceived instances of ED crowding. Sensitivity, specificity, and positive predictive values were calculated at site-specific cut points and at the recommended thresholds.

RESULTS

All four of the crowding scales were significantly correlated, but their predictive abilities varied widely. NEDOCS had the highest area under the receiver operating characteristic curve (AROC) (0.92), while EDCS had the lowest (0.64). The recommended thresholds for the crowding scales were rarely exceeded; therefore, the scales were adjusted to site-specific cut points. At a site-specific cut point of 37.19, NEDOCS had the highest sensitivity (0.81), specificity (0.87), and positive predictive value (0.62).

CONCLUSIONS

At the study site, the suggested thresholds of the published crowding scales did not agree with providers' perceptions of ED crowding. Even after adjusting the scales to site-specific thresholds, a relatively low prevalence of ED crowding resulted in unacceptably low positive predictive values for each scale. These results indicate that these crowding scales lack scalability and do not perform as designed in EDs where crowding is not the norm. However, two of the crowding scales, EDWIN and NEDOCS, and one of the READI subscales, bed ratio, yielded good predictive power (AROC >0.80) of perceived ED crowding, suggesting that they could be used effectively after a period of site-specific calibration at EDs where crowding is a frequent occurrence.

Effects of a fast-track area on emergency department performance

To determine if a fast-track area (FTA) would improve Emergency Department (ED) performance, a historical cohort study was performed in the ED of a tertiary care adult hospital in the United States. Two 1-year consecutive periods, pre fast track area (FTA) opening-from February 1, 2001 to January 31, 2002 and after FTA opening-from February 1, 2002 to January 31, 2003 were studied. Daily values of the following variables were obtained from the ED patient tracking system: 1) To assess ED effectiveness: waiting time to be seen (WT), length of stay (LOS); 2) To assess ED care quality: rate of patients left without being seen (LWBS), mortality, and revisits; 3) To assess determinants of patient homogeneity between periods: daily census, age, acuity index, admission rate and emergent patient rate. For comparisons, the Wilcoxon test and the Student's t-test were used to analyze the data. Results showed that despite an increase in the daily census (difference [diff] 8.71, 95% confidence interval [CI] 6 to 11.41), FTA was associated with a decrease in WT (diff -51 min, 95% CI [-56 to -46]), LOS (diff -28 min, 95% CI [-31 to -23]) and LWBS (diff -4.06, 95% CI [-4.48 to -3.46]), without change in the rates of mortality or revisits. In conclusion, the opening of a FTA improved ED effectiveness, measured by decreased WT and LOS, without deterioration in the quality of care provided, measured by rates of mortality and revisits.

National Emergency Department Overcrowding Study tool is not useful in an Australian emergency department

OBJECTIVE

To determine the accuracy and usefulness of the National Emergency Department Overcrowding Study (NEDOCS) tool in an urban hospital ED in Australia by direct comparison with subjective assessment by senior ED staff.

METHOD

A sample of simultaneous subjective and objective data pairs were collected six times a day for a period of 3 weeks. All senior medical staff in the ED answered a brief questionnaire along with the senior charge nurse for the ED. Simultaneously, the senior charge nurse also documented the total number of patients in the ED, the number of patients awaiting admission, the number of patients on ventilators, the longest time waited by an ED patient for ward bed, and the waiting time for the last patient from the Waiting Room placed on a trolley. The objective indicators were entered into a Web-based NEDOCS tool and transformed scores were compared with the averaged and transformed subjective scores for each sample time. Bland-Altmann and Kappa statistics were used to test the agreement between the objective and subjective measuring methods.

RESULTS

The mean difference between the subjective and objective methods was small (3.5 [95% confidence interval -0.875-7.878] ); however, the 95% limits of agreement was wide (-46.52-53.43). The Kappa statistic used to assess the extent of reproducibility between categorical variables was 0.31 (95% confidence interval 0.17-0.45).

CONCLUSION

The present study suggests that NEDOCS method of processing the objective overcrowding data does not accurately reflect the subjective assessment of the senior staff working at that time in the ED. This might be because the assumptions of the original NEDOCS study are flawed.

Patients who leave without being seen: their characteristics and history of emergency department use

STUDY OBJECTIVE

We identify patient characteristics associated with uncompleted visits to the emergency department (ED).

METHODS

We used registration and billing data to conduct a pair-matched case-control study. ED patients who left without being seen (cases) between July 1 and December 31, 2004, were matched to patients who stayed and were treated (N=1,476 pairs) according to registration date and time (+/-2 hours) and triage level (controls). The association between sociodemographic characteristics, previous ED utilization, and proximity to the ED and the risk of an uncompleted visit was assessed by the odds ratio (OR) using conditional logistic regression.

RESULTS

During the 6-month study period, the overall left-without-being-seen rate was 6.4%. Seventeen percent of cases compared with 5% of controls had at least 1 previous uncompleted visit during the previous year. After adjusting for all patient characteristics, younger age, being uninsured (adjusted OR=1.73; 95% confidence interval [CI] 1.35 to 2.21) or covered by Medicaid (adjusted OR=1.67; 95% CI 1.27 to 2.20), and a previous uncompleted visit (adjusted OR=3.60; 95% CI 2.67 to 4.85) were significantly associated with the risk of an uncompleted visit.

CONCLUSION

Previous ED utilization is predictive of future ED utilization. EDs should make every effort to keep their left-without-being-seen rates to a minimum because patients who are the least likely to receive care elsewhere (ie, those uninsured or covered by Medicaid) are more likely to leave without being seen.

Emergency department census of patients awaiting admission following reorganisation of an admissions process

OBJECTIVES

To determine the impact of reorganisation of an acute admissions process on numbers of people in the emergency department (ED) awaiting admission to a hospital bed in a major teaching hospital.

METHODS

We studied all emergency medical patients admitted to St James' Hospital, Dublin, between 1 January 2002 and 31 December 2004. In 2002, patients were admitted to a variety of wards from the ED when a hospital bed became available. In 2003, two centrally located wards were reconfigured to function as an acute medical admissions unit (AMAU) (bed capacity 59), and all emergency patients were admitted directly to this unit from the ED (average 15 admissions per day). The maximum permitted length of stay on the AMAU was 5 days. We recorded the number of patients in the ED, who were awaiting the availability of a hospital bed, at 0700 and 1700 on the days of recording during the 36 month study period.

RESULTS

The impact of the AMAU reduced overall hospital length of stay from 7 days in 2002 to 5 days in 2003 and 2004 (p<0.0001). The median number of patients waiting in the ED for a hospital bed reduced from 14 in 2002 to 9 in 2003 and 8 in 2004 (p<0.0001). While age and sex of patients did not differ over the years, the factors that independently contributed to the number of patients awaiting admission were the day of the week, the month of the year, and and the extent of the comorbidity index on the previous day's intake (p<0.0001).

CONCLUSIONS

This study found that reorganisation of a system for acute medical admissions can significantly impact on the number of patients awaiting admission to a hospital bed, and allow an ED to operate efficiently and at a level of risk acceptable to patients.

Comparison of the National Emergency Department Overcrowding Scale and the Emergency Department Work Index for quantifying emergency department crowding

BACKGROUND

Emergency department (ED) crowding is just beginning to be quantified. The only two scales presently available are the National Emergency Department Overcrowding Scale (NEDOCS) and the Emergency Department Work Index (EDWIN).

OBJECTIVES

To assess the value of the NEDOCS and the EDWIN in predicting overcrowding. The hypothesis of this study was that the NEDOCS and the EDWIN would be equally sensitive and specific for overcrowding.

METHODS

The NEDOCS, the EDWIN, and an overcrowding measure (OV) were determined every two hours for a ten-day period in December 2004. The NEDOCS is a statistically derived calculation, and the EDWIN is a formula-based calculation. The overcrowding measure is a composite of physician and charge nurse expert opinion on the degree of overcrowding as measured on a 100-mm visual analogue scale (VAS). The primary outcome, overcrowding, was based on the dichotomized OV VAS score at the midpoint of 50 mm (> or =50, overcrowded; <50, not overcrowded). The area under the receiver operator characteristic curve (AUC) and an index of adequacy (relative prognostic content) of each measure, on the basis of the likelihood ratio chi-square statistic, were computed to evaluate the performance of NEDOCS and EDWIN.

RESULTS

There were 130 completed sampling times over ten days. The OV indicated that the ED was overcrowded 62% of the time. The AUC for the NEDOCS was 0.83 (95% CI = 0.75 to 0.90), and the AUC for the EDWIN was 0.80 (95% CI = 0.73 to 0.88). The NEDOCS score accounts for 97% of the prognostic information provided by combining all variables used in each model into one combined model. The EDWIN score accounts for only 86% (chi2 test for difference, p = 0.02).

CONCLUSIONS

Both scales had high AUCs, correlated well with each other, and showed good discrimination for predicting ED overcrowding. This establishes construct validity for these scales as measures of overcrowding. Which scale is used in an ED is dependent on which set of data is most readily available, with the favored scale being the NEDOCS.

Hospital overcrowding: a threat to patient safety?

Managing access block involves reducing hospital demand and optimising bed capacity.

The relationship between hospital capacity characteristics and emergency department volumes in Korea

OBJECTIVE

To describe the level of emergency department (ED) volumes according to the hospital characteristics and to identify the relationship between hospital capacity characteristics and ED volumes in Korea.

METHOD

A survey was conducted to acquire information on the ED, its' hospital (facility, personnel, equipment), and the number of ED patients, as part of the National Emergency Medical Centers Assessment Program. Data from 106 nation-wide LEMCs were used. Multiple regression analysis was performed to determine the hospital capacity characteristics related with ED volumes.

RESULTS

The number of ED patients differed according to bed size, nurse staffing, residency training program, and the availability of emergency care-related equipment of the hospital. In the multiple regression analysis, the significant factors which explained the ED volumes were nurse staffing, inpatients per bed, and the population in the area where hospitals are located. The hospitals that were nurse staffing level 2, with more inpatients per bed and larger population of the service area, had more ED patients.

CONCLUSIONS

With the service area population, the ED volumes significantly related with nurse staffing and inpatients per bed. These could be used as one of criteria to designate a LEMC.

The Effect of Emergency Department Crowding on the Management of Pain in Older Adults with Hip Fracture

OBJECTIVES

To evaluate the effect of emergency department (ED) crowding on assessment and treatment of pain in older adults.

DESIGN

Retrospective review of ED records from a prospective cohort study.

SETTING

Urban, academically affiliated, tertiary medical center.

PARTICIPANTS

One hundred fifty-eight patients, aged 50 and older, evaluated and hospitalized from the ED with hip fracture.

MEASUREMENTS

Patient-related risk factors: age, sex, nursing home residence, ED triage status, dementia, Acute Physiology in Age and Chronic Health Evaluation II physiological score, and RAND comorbidity score. ED crowding risk factors: ED census and mean length of stay.

OUTCOMES

documentation of pain assessment, time to pain assessment, time to pain treatment, patients reporting pain receiving analgesia, and meperidine use.

RESULTS

Mean age was 83 (range 52-101), 81.0% of patients complained of pain, mean time to pain assessment was 40 minutes (range 0-600), time to treatment was 141 minutes (range 10-525), and mean delay to treatment was 122 minutes (range 0-526). Of those with pain, 35.9% received no analgesia, 7.0% received nonopioids, and 57.0% received opioids. Of those receiving opioids, 32.8% received meperidine. ED crowding at census levels greater than 120% bed capacity was significantly associated with a lower likelihood of documentation of pain assessment (P = .05) and longer times to pain assessment (P = .01).

CONCLUSION

Older adults with hip fracture are at risk for underassessment of pain, considerable delays in analgesic administration after pain is identified, and treatment with inappropriate analgesics (e.g., meperidine) in the ED. Higher levels of ED census are significantly associated with poorer pain management.

Team assignment system: expediting emergency department care

STUDY OBJECTIVE

We designed and implemented an emergency department (ED) team assignment system, each team consisting of 1 emergency physician, 2 nurses, and usually 1 technician. Patients were assigned in rotation upon arrival to a specific team that was responsible for their care. We monitored the time from arrival to physician assessment, percentage of patients who left without being seen by a physician, and patient satisfaction before and after team assignment system implementation.

METHODS

This study was done in a suburban community hospital with an annual ED census of approximately 39,000. Time to physician assessment was defined from the completion of the medical screening evaluation by an ED nurse at triage to initiation of emergency physician evaluation. Times were documented on the ED paper record and manually entered into a computerized registration by the clerical staff. Patients who left without being seen was reported as percentage of total ED visits. Patient satisfaction scores using a 5-point Likert scale to assess satisfaction with the emergency physician, ED staff courtesy, and coordination of care were gathered every 3 months from random mailings to a subset of patients.

RESULTS

The 12-month ED census was 38,716 before team assignment system implementation and 39,301 afterwards. Complete time data were recorded for 34,152 (88.2%) and 32,537 (82.8%) of the patients, respectively. The mean time to physician assessment was 71.3+/-7.0 minutes before and 61.8+/-6.4 minutes after team assignment system implementation (absolute difference -9.5 minutes; 95% confidence interval [CI] -5.8 to -13.5 minutes). The percentage of patients seen by a physician within 1 hour was 56.3% before and 64.0% after team assignment system implementation (absolute difference 7.7%; 95% CI 5.1% to 10.3%). The percentage of patients who waited more than 3 hours for physician assessment was 17.8% before and 11.8% after team assignment system implementation (absolute difference -6.0%, 95% CI -4.0% to -8.1%). Before team assignment system, the left without being seen rate was 2.3% compared to 1.6% after team assignment system (absolute difference -0.8%; 95% CI -0.4% to -1.1%). Patient satisfaction reported as very good or excellent showed improvement in satisfaction with the physician (absolute increase 3.1%; 95% CI 1.0% to 5.3%), staff courtesy (absolute increase 4.5%; 95% CI 2.3% to 6.7%), and coordination of care (absolute increase 3.6%; 95% CI 0.8% to 6.4%).

CONCLUSION

The implementation of a team assignment system in our ED was associated with reduced time to physician assessment, a reduced percentage of patients who left without being seen, and improved patient satisfaction.

Relationship between the National ED Overcrowding Scale and the number of patients who leave without being seen in an academic ED

OBJECTIVE

We hypothesize that the number of patients who leave without being seen is correlated with the simple-to-use National Emergency Department Overcrowding Scale (NEDOCS).

METHODS

Results of a 6-item ED overcrowding scale (NEDOCS) were collected prospectively over a 17-day study period. The following additional data were extracted from records for each 2-hour study period: (1) number of registered patients, (2) number of ambulances that arrived, and (3) number of patients signed in that hour who eventually left without being seen. Spearman correlation coefficients were computed for the leaving without being seen (LWBS) rate with the NEDOCS score at the time of patient presentation and 2, 4, and 6 hours later.

RESULTS

The study period represents two hundred fourteen 2-hour periods. The LWBS rate was determined for 100% of the times; NEDOCS scores were determined for a sampling of 62% of the times spread equally over all hours of the day and days of the week. Correlation between the NEDOCS score and LWBS was 0.665.

CONCLUSION

The NEDOCS score is well correlated with LWBS.

Decreasing clinically significant adverse events using feedback to emergency physicians of telephone follow-up outcomes

STUDY OBJECTIVE

We evaluate the effect on adverse events of a telephone follow-up quality improvement program.

METHODS

This was a before-and-after intervention comparison based on prospectively collected data in a tertiary care hospital emergency department (ED) (82,000 visits per year). The first half (April 15 to July 31, 2001) served as control, and the second half (August 1 to November 15, 2001) served as intervention with feedback to physicians on telephone follow-up outcomes of discharged patients and resident training about the uncertain presentations of serious diseases and the need to use additional evaluation on selected patients (observation unit, hospital admission). Telephone follow-up of the high-risk patients and retrospective review of 3-day return visits were used to quantify outcome measures: return visits to EDs and clinically significant adverse events (return visits with serious misdiagnoses or an erroneous management plan). The differences in proportions of outcomes were measured with 95% confidence intervals (CIs).

RESULTS

High-risk patients were enrolled: 566 (13.7%) of 4,139 discharged patients in the before-intervention period and 397 (11.3%) of 3,507 in the after-intervention period. The quality improvement initiative decreased return visits on enrolled patients from 10.1% (57/566) to 4.9% (19/397) (5.2% difference with 95% CI 1.8% to 8.8%) and decreased clinically significant adverse events from 4.1% (23/566) to 1.5% (6/397) (2.6% difference with 95% CI 0.3% to 4.8%). For all ED discharged patients, clinically significant adverse events decreased from 0.9% (39/4,139) to 0.4% (15/3,507) (0.5% difference with 95% CI 0.1% to 0.9%). During the study, the observation rate increased 4.3% (95% CI 2.8% to 5.7%), and the admission rate increased 3.4% (95% CI 2.1% to 4.8%).

CONCLUSION

A quality improvement program with feedback to physicians of telephone follow-up and resident education can decrease clinically significant adverse events in ED discharged patients.

Workload and case-mix in a Greek emergency department

The objective of the present study was to evaluate the workload and case-mix of the Emergency Department of a referral hospital, with the aim of determining the causes of overcrowding. The study was of a descriptive prospective design and was carried out in a 700-bed university hospital covering a population of approximately 200,000 inhabitants. The total number of patient visits to the Emergency Department and hospital admissions were recorded during one year, whereas the case-mix of patients visiting the department was evaluated during 11 consecutive on-call days using a triage scale with four categories of patient severity. During the year of the study 81,110 patients (a mean of 443 visits per on-call day) visited the department, with a hospital admission rate of 14.5%. The case-mix analysis of 3389 patients who visited the department during the 11 consecutive on-call days studied revealed that 5.7% were critically ill patients, 53.8% were patients with urgent but non-critical health problems, 30% were patients with non-urgent problems and 10.5% were miscellaneous cases, probably inappropriately visiting the department. In conclusion, the Emergency Department studied is severely overcrowded in relation to the population that it covers. A great part of this overload was directly related to non-urgent cases and inappropriate visits.