LAKEPORT, Calif. – Across the country, hospitals are experiencing an emergency room overload, and Northern California facilities are no different.

After almost a year of strategic planning, Sutter Lakeside Hospital is proud to announce a reorganization of existing rooms in the emergency department to drastically cut patient wait times.

Patients whose cases are not urgent now wait in rooms equipped with chairs instead of beds and are treated by mid-level providers.

“Our goal is to see all patients in a timely manner, regardless of acuity,” said Nicole Lamm, RN, emergency department manager. “Patients whose needs can be met quickly don’t need to lie in a bed for hours. Waiting is sometimes inevitable, as we treat the most critical cases first, but we hope to reduce the time between when a patient is evaluated by a triage nurse and discharge.”

The emergency department is also taking steps to connect patients with primary care providers across Lake County, as the lack of established care greatly contributes to low-acuity ED visits.

For eight hours on Saturdays, Patient Navigator Christen Goetz helps emergency department patients communicate with insurance providers and schedule follow-up appointments.

“I help patients walk through the resources that are available to them that they may not be aware of,” said Goetz. “Often, communication between insurance providers and patients is unclear, so a patient may not know that he or she has primary care. I help improve the relationship between patients and providers so that patients can access care before they need to take a trip to the emergency department.”

Sutter Lakeside Hospital sought input from physicians, nurses, administrators, and patients.

Ken Saderlund, a community member, saw an opportunity to use his experiences with Sutter Lakeside to improve emergency department processes. He also participated in the strategic planning of the emergency department to develop a better atmosphere for patients.

“We shared ideas, dissected pros and cons, and took the best parts of ideas that would work,” said Saderlund. “I’ve been to meetings during my career where nothing changes. Sutter Lakeside was different; I saw the benefits working immediately. This hospital is serious about improving the patient experience.”

Saderlund, who continues to volunteer his time on the Patient Experience Council, felt valued.

“The administrators want to hear patients’ stories so the next patient has a positive experience. I’m impressed with the changes that affect patients, and the campaign to continually improve. I’m proud to be a part of that. Sutter Lakeside is starting a new chapter and investing in the future. It’s an investment that will benefit the community for years to come.”

“By preventing a logjam and managing capacity, we’re able to provide a level of service more in line with what patients expect and deserve,” said Dr. John Stein, MD, director of emergency medicine. “Seeing the Emergency Room through a patient’s eyes has allowed us to strip away many of the small barriers that had built up. Ken Saderlund’s input was invaluable.”

Stein, who has worked at Sutter Lakeside for 18 months, noticed the difference in Sutter’s workplace atmosphere immediately.

“As a physician, I can better care for patients because of the environment that Sutter creates, and that is extremely rewarding. I look forward to continually improving the way we practice medicine.”