Island Emergency Department (ED) cared for 17,628 patients last year—that’s nearly 50 patients every day. That number represents a 74% increase in patient volume since 2004, when the hospital was built, reflecting both community growth and greater demand for emergency care.

With more patients coming through the doors and wait times increasing, the challenge has been clear:

How do we deliver timely, high-quality care while reducing wait times and improving the overall patient experience?

A Focus on Flow, Safety and Speed
To meet this challenge, a multi-disciplinary team—including nurses, physicians and frontline staff—took a deep dive into how patients move through the ED, from arrival to discharge. The goal was simple and ambitious: reduce wait times to see a provider, improve patient flow and ensure the sickest patients receive care as quickly as possible.

The team worked together to streamline and standardize the initial assessment (triage), applying industry standard practices and working to improve team communication. They revised the triage process as well as the waiting areas. One of the key measures of success of these initiatives is the total number of minutes patients wait to see a provider after registration. The goal for the team is less than 30 minutes. After implementing these changes, the door-to-provider time averaged 22 minutes.

What Changed—and Why It Matters
Several key improvements are making a meaningful difference for patients:

Rapid Medical Evaluation and Triage:
Patients are now evaluated more quickly upon arrival. Providers can place orders for lab tests and diagnostic imaging earlier in the visit, helping expedite diagnosis and treatment decisions.

A More Comfortable Experience for Lower-acuity Patients:
Patients with less urgent needs may wait for test results in recliners in the new Results Lounge rather than occupying exam rooms. While waiting, patients receive comfort measures such as warm blankets and regular check-ins from ED technicians or volunteers, and care from nurses and providers.

These changes help keep care moving efficiently while improving comfort and communication throughout the visit.

“We had to visit the ED, which is always nerve-wracking because wait times can be excessive. Not so at Island Health. We got right in, got the tests required to form a diagnosis, and received first-class care all around.”

—John B., ED Google Patient Review

Looking Ahead
Emergency care will always involve the unexpected—but at Island Health, continuous improvement is a priority. By rethinking workflows and focusing on patient-centered design, the ED is better equipped to serve the community today and into the future.

Island Health remains committed to delivering safe, timely and compassionate emergency care—when you need it most.