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Emergency Department Management

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A Comprehensive, Practical Text on Effectively Running an Emergency Department

Emergency Department Management is a real-world, pragmatic guide designed to help emergency department managers efficiently handle the many complex issues that arise in this challenging clinical environment. Written by professionals who have spent their entire careers in the service of emergency department patients, this unique text delivers practical solutions to virtually any problem that may arise in running an emergency department or acute care center.

Table of Contents and Authors

Section 1 - Leadership Principles

Section 2 - Operations: General

Section 3 - Operations: Flow

Section 4 - Operations: Emergency Department Diversification

Section 5 - Informatics

Section 6 - Quality and Service

Section 7 - Finance

Section 8 - Reimbursement

Section 9 - Contracts

Section 10 - Legal and Regulatory Issues

Section 11 - Malpractice

Section 12 - Human Resources

Section 13 - Health Care Policy

Section 14 - Education

	Chapter Name	Authors
1	Leadership, Management, and Motivation	Thom Mayer, MD, FACEP; AnnMarie Papa, DNP, RN, CEN, NE-BC, FAEN, FAAN
2	Vision, Mission, Values, Strategy, and Tactics	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP
3	Change and Project Management: A Practical Approach	Kirk Jensen, MD, MBA, FACEP
4	Power vs Influence	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP
5	Interaction with Hospital Governance	Thom Mayer, MD, FACEP; Rhonda Morgan, Robert Strauss, MD, FACEP; Kirk Jensen, MD, MBA, FACEP; Michael Born, MD, MBA, FACHE, CPE; Chuck Stokes, FACHE; John Brennan, MD, FAAP, FACEP; Tim Attebery, DSc, MBA, FACHE; Karla Perez
6	The Role of Physician and Nurse Leaders	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP; Theresa Tavernero, RN, PhD, MBA
7	Mentoring and Coaching	Brian Zink, MD
8	Conflict Management	Robert Strauss, MD, FACEP; Gus Garmel, MD
9	Conducting High-Impact Meetings	Robert Strauss, MD, FACEP
10	Patient Safety: Error Elimination	Kirk Jensen, MD, MBA, FACEP; Robert Strauss, MD, FACEP
11	Defining Patient Experience and Leading Change	Thom Mayer, MD, FACEP; Joan Kyes, Robert Cates, MD
12	The Discipline of Teams and Teamwork	Thom Mayer, MD, FACEP; Theresa Tavernero, RN, PhD, MBA; Mary Kaye Silverman, DNP, RN, CEN, NEA-BC; Robert Strauss, MD, FACEP; Kirk Jensen, MD, MBA, FACEP
13	Maintaining Personal and Professional Balance	Robert Strauss, MD, FACEP; Jay Kaplan, MD, FACEP; Alexander Rosenau, DO, FACEP; Thom Mayer, MD, FACEP
14	Ethical Issues	Catherine Marco, MD
15	The Role of the Site Medical Director	Mike Silverman, MD
16	Women in Emergency Medicine Leadership	Andrea Austin, MD; Valerie Dobiesz, MD, MPH; Resa E. Lewiss, MD; Rebecca Bollinger Parker, MD, FACEP; Tracy Sanson, MD, FACEP; Aisha T. Terry, MD, MPH, FACEP
17	Leadership in Times of Crisis	Thom Mayer, MD, FACEP

	Chapter Name	Authors
18	Leadership, Medical Director	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP; AnnMarie Papa, DNP, RN, CEN, NE-BC, FAEN, FAAN
19	Leadership, Nursing Director	Pam Turner, RN, MBA; Suzanne Stone-Griffith, RN, MSN; Kathy Kopka, MHSA, RN
20	The Medical Director - Nurse Director Relationships	India Taylor Owens, MSN, RN, CEN, NE-BC; William Rutherford, MD Robert Strauss, MD, FACEP
21	Emergency Department Provider Staffing	Jody Crane, MD, MBA; Chuck Noon, PhD
22	Emergency Department Nurse Staffing	Denise Bayer, Donna Mason, Nancy Bonalumi, DNP. RN, CEN, FAEN
23	Emergency Physician and Nurse Productivity Assessment	Robert Strauss, MD, FACEP; Aviva Amaranto
24	Physician Assistants and Nurse Practitioners	Jeremy Tucker, Robert Strauss, MD, FACEP; Cary Stratford, PA-C, DFAAPA; Cyndy Flores, PA-C; Killian, DNP, RN, FNP-BC, CEN; Randall Dabbs, MD
25	Scribes	Clay Alexander, Chelsey Geiger
26	Violence in the Emergency Department	Chris Ziebell, MD, FACEP; Jonathan Apfelbaum, MD; William Scheuler
27	Facility Design	Frank Zilm, FAIA, FACHA; James Augustine, MD, FACEP; Nancy Bonalumi, DNP, RN, CEN, FAEN
28	Effective Marketing of the Emergency Department	Janet Carr, John Proctor, MD, MBA
29	Multicultural Approach to ED Patients	Lynne Richardson, MD; Gallane Abraham, MD; Theresa Tavernero, RN, PhD, MBA
30	ED Management Essentials	Jay Kaplan, MD, FACEP; Robert Strauss, MD, FACEP; Jeffrey Eye
31	The View From the C-Suite	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP; Chuck Stokes, FACHE; Mike Born, MD, MBA, FACHE, CPE; Steve Narang, MD, MHCM; John Brennan, MD, FAAP, FACEP
32	Emergency Management of Drug and Supply Shortages	James Augustine, MD, FACEP; John Proctor, MD, MBA

	Chapter Name	Authors
33	Patient Throughput: An Introduction	Kirk Jensen, MD, MBA, FACEP; Thom Mayer, MD, FACEP; Jay Kaplan, MD, FACEP; Stephanie Baker, MBA, RN, CEN
34	Patient Flow Principles	Charles Noon, PhD; Jody Crane, MD, MBA; Mark Kauffman, MD
35	Triage: Improving the Front-End Process to Add Value	Jody Crane, MD, MBA; Kirk Jensen, MD, MBA, FACEP; Sally Sulfaro
36	Front-Loading Flow	Thom Mayer, MD, FACEP; John Howell, Kirk Jensen, MD, MBA, FACEP; Robert Strauss, MD, FACEP; Alan Lo, MD
37	The Role of ED Fast Tracks	Kirk Jensen, MD, MBA, FACEP; Thom Mayer, MD, FACEP
38	Optimizing Patient Throughput	Joseph Twanmoh, MD, MBA; Kirk Jensen, MD, MBA, FACEP; Robert Strauss, MD, FACEP; PK Howard, PhD, RN, CEN, CPEN, TCRN, NE-BC, FAEN, FAAN
39	Role of Observation Units/Rapid Treatment in the Emergency Department	Michael Ross, MD, MHA; Louis Graff, MD, FACEP; Stephen Bohan, MD, MS, FACP, FACEP; Keith DellaGrotta, MD
40	Expediting Admissions	Francisco Andrade, MD; Robert Strauss, MD, FACEP; Stephen Colucciello, MD
41	Decision to Discharge - Finishing Strong	Jody Crane, PhD; Robert Strauss, MD,FACEP; Suzanne Stone-Griffith, RN, MSN; Thom Mayer, MD, FACEP
42	Managing Waits: The Psychology of Waiting	Kirk Jensen, MD, MBA, FACEP
43	Hospital-Wide Patient Flow	Jody Crane, PhD; Christina Dempsey, Kirk Jensen, MD, MBA, FACEP; Barbara Weintraub, Robert Strauss, MD, FACEP; Thom Mayer, MD, FACEP
44	Effective Response to Full Capacity	Eric Morley, MD; Sandy Schneider, MD, FACEP; Peter Viccellio, MD
45	Defeating Bounce Backs: Managing High-Utilizer Patients	Blaine Hannafin, MD, MBA, RDMS; Kimberly Anderson, Gigi Baniqued, Karen Murrell, MD, MBA, FACEP
46	Innovative Strategies to Enhance Flow	Thom Mayer, MD, FACEP; Kirk Jensen, MD, MBA, FACEP

	Chapter Name	Authors
47	Poison Centers	Lewis Nelson, MD, FACEP, FACMT; Diane Calello, MD, FAAP, FACMT, FAACT
48	Pediatric Emergency Medicine: Improving Quality and Readiness	Sujit Iyer, MD; Winnie Whitaker, MD, FAAP; Katherine Remick, MD
49	Undersea and Hyperbaric Medicine	Thom Mayer, MD, FACEP; Joseph Dervay, MD; Norma Cooney, MD, FACEP
50	Behavioral Health in Emergency Care	Abhi Mehrotra, MD, MBA, FACEP
51	Hospital Medicine	Hammad Rizvi, DO, MBA, CPE, FHM; Michael Corvini, MD; Robert Strauss, MD, FACEP; Thom Mayer, MD, FACEP
52	Disaster Planning and Response	Knox Andress, RN, FAEN; Dan Hanfling, MD
53	Military Emergency Medicine	Vikhyat Bebarta, MD; Linda Lawrence, MD, FACEP, CPE
54	Free-standing Emergency Departments	Frank Zilm, FAIA, FACHA; Thom Mayer, MD, FACEP, Gillian Schmitz, MD, FACEP; James Augustine, MD, FACEP
55	Sports Medicine	Jim Ellis, Stephanie Bailey
56	Geriatric Emergency Departments	Kelly Ko, MS, PhD; Adriane Lesser, MS; Vaishal Tolia, MD, MPH, FACEP; Kevin Biese, MD, MAT; Mark Rosenberg, DO, MBA, FACEP
57	Practice Diversification in EMS	Thomas Blackwell, MD; Thom Mayer, MD, FACEP; James Augustine, MD, FACEP; Ed Racht, MD
58	The Role of the Air Medical Services and Inter-Facility Ground Transport	Thom A. Mayer, MD, FACEP; James Augustine, MD, FACEP; Luis F. Eljaiek, Jr., MD, FACEP, FAAEM; Thomas Judge, Renee Holleran, PhD, FNP
59	Palliative and End-of-Life Care	Kenneth Isersen, MD, MBA, FACEP
60	Opioid – Substance - Pain Management	Alexis LaPietra, DO; Don Stader, MD; Sergey Motov, MD; Lewis Nelson, MD, FACEP, FACMT; Renee Holleran, PhD, FNP
61	Developing and Implementing Ultrasound in the ED	Thompson Kehrl, MD, RDMS; Robert Jones, Mark Collin, MD
62	Rural Emergency Departments	Autumn M. Brogan, MD, MPH; Stephen J. Jameson, MD; Alex J.Beuning, MD; Scott W. Rodi, MD

	Chapter Name	Authors
63	Introduction to Clinical Informatics	Ali Raja, MD, MBA, MPH
64	Electronic Health Records	Todd Taylor, MD, FACEP; James McClay, MD, FACEP
65	Electronic Health Record Tracking Systems	Zach Jarou, MD, MBA; Thomas Speigel, MD, MBA, MS
66	Electronic Health Record - Documentation Systems	John Brown, Zach Jarou, MD, MBA
67	Computerized Provider Order Entry and Clinical Decision Support	Brian Fengler, MD; Ali Raja, MD, MBA, MPH; Nicholas Genes, MD, PhD
68	Data Acquisition and Analysis	Sean Michael, MBA-HCM, CPHQ; Jennifer Wiler, MD, MBA, FACEP
69	Essential Support Tools and Technologies	Sujal Mandavia, MD; Phil Gruber, MD
70	Social Media in Medicine	Matthew Klein, Ryan Stanton, MD, FACEP; Michael Gottlieb, MD
71	New Technologies and Applications	Timothy Boardman, MD; Gita Pensa, MD, FAAEM
72	Telemedicine in Emergency Medicine	Judd Hollader, MD; Rahul Sharma, MBBS, FRACP

	Chapter Name	Authors
73	Leadership for Great Patient Experience-The Survival Skills Approach	Thom Mayer, MD, FACEP
74	Using Evidence-Based Language to Improve Service	Robert Strauss, MD, FACEP; Thom Mayer, MD, FACEP
75	The A-Team Toolkit	Thom Mayer, MD, FACEP; Robert Cates
76	Complaint Management	Robert Strauss, MD, FACEP
77	Effective Medical Staff Relationships: A Case-Based Discussion	Robert Strauss, MD, FACEP
78	Improving Performance Through Mutual Accountability	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP; Chris Kelly, Jay Kaplan, MD, FACEP; Kirk Jensen, MD, MBA, FACEP
79	Patient Safety and Error Reduction: A Tactical Approach	Kirk Jensen, MD, MBA, FACEP; John Howell, Leslie Flament, APRN-NP; Thom Mayer, MD, FACEP; Pat Croskerry, MD, PhD
80	Promoting Rational Thinking: An Ethical Imperative	Pat Croskerry, MD, PhD; Thom Mayer, MD, FACEP
81	Cognitive Debiasing Strategies	Thom Mayer, MD, FACEP; Pat Croskerry, MD, PhD; Kirk Jensen, MD, MBA, FACEP; Robert Strauss, MD, FACEP
82	The Revolving Door of Readmissions	Arjun Venkatesh, MD, MBA, MHS; Jean Scofi, MD, MBA

	Chapter Name	Authors
83	Developing a Business Plan	Brooks Babcock; Robert W. Strauss, MD, FACEP; Thom A. Mayer, MD, FACEP
84	Resource Utilization	John Sverta
85	The Financially Successful Emergency Department	Callie Barber; Michael Granovsky, MD, CPC, FACEP
86	Optimizing Physician Performance Through Incentives	Robert Strauss, MD, FACEP; Mark Rosenberg, DO, MBA, FACEP; Erik Barton, MD, FACEP; Thom Mayer, MD, FACEP; Michael Granovsky, MD, CPC, FACEP
87	Optimizing Nursing Performance Through Incentives	Jeff Solheim, MSN, RN, CEN; Fred Neis
88	Financially Successful Private Physician Groups	Mark Reiter, MD; Kevin Beier, MD
89	Financial Success in an Academic Group ED	Jim Scheulen, PA; Gabor Kelen, MD, FACEP
90	Financial Planning for Individuals	Gabor Kelen, MD, FACEP; Michael B. Kelen

	Chapter Name	Authors
91	Reimbursement Issues	Michael Granovsky, MD, CPC, FACEP; David McKenzie, CAE
92	Introduction to Coding	Sarah Todt
93	Advanced Billing and Coding	Michael Granovsky, MD, CPC, FACEP
94	Facility Revenue Considerations	Caral Edelberg, CPC, CPMA, CAC, CCS-P, CHC
95	Billing and Collecting	Jeff Bettinger, MD, FACEP; Elijah Berg, MD, FACEP
96	Creating the Culture of Compliance	Ed Gaines III, JD, CCP
97	ED Quality and Reporting in Era of Payment Reform	Zach Jarou, MD, MBA; Adam Rodos, MD, FACEP; Pawan Goyal, MD, MHA, CBA, PMP, FHIMSS, MS, CPHIMS
98	Alternative Payment Models	Susan Nedza, MD, MBA, FACEP

	Chapter Name	Authors
99	Negotiation Skills	Robert Strauss, MD, FACEP
100	Contracts with Physicians	Robert Strauss, MD, FACEP; Leslie Zun, MD, FACEP
101	Contracting with Hospitals	Robert Strauss, MD, FACEP, Thom Mayer, MD, FACEP; David Singley
102	Employees vs Independent Contractors	Robert Strauss, MD, FACEP
103	Equity, Parity, and Group Structure	Thom Mayer, MD, FACEP; Robert Strauss, MD, FACEP, Jay Kaplan, MD; Mark Reiter, MD; Joel Stettner, MD

	Chapter Name	Authors
104	EMTALA for Emergency Department Leaders	Robert Bitterman, MD, FACEP
105	Consent to and Refusal of Medical Treatment	Matthew Rice, MD, JD, FACEP; James George
106	Emergency Department Documentation	Diane Nordlund, DO, JD, FACEP; Charles Grassie, MD, JD, FACEP; Joanne Navarroli; Kay Bleecher; Robert Strauss, MD, FACEP
107	Reporting Requirements Confidentiality, Data Breaches, and HIPAA	Howard Peth, Jr., MD, FACEP
108	Disposition, Discharge, and Follow Up	William Sullivan; Paul Allegretti, DO; Joanne Navarroli

	Chapter Name	Authors
109	Risk Management: Challenges and Opportunities	Sue Dill
110	Risk Management in Practice	Greg Henry,MD, FACEP; Diana Nordlund, DO, JD, FACEP
111	Medical Malpractice Insurance	Ed Boudreau, Jr., DO, FACEP; William Montei
112	Malpractice, The Personal Toll	Louise Andrew, MD, JD
113	Medical Malpractice	William Sullivan
114	Anatomy of a Lawsuit	Jennifer L’Hommedieu Stankus, MD, FACEP
115	Expert Witness: Telling "The Story of the Case"	Thom Mayer, MD, FACEP
116	Medical Defense Experts: A Defense Attorney's Perspective	Mark Jones

	Chapter Name	Authors
117	General Principles of Human Resources	India Owens; Kevin Klauer, DO, EJD, FACEP
118	Physician Recruitment, Credentialing and Orientation	Kevin Klauer, DO, EJD, FACEP
119	Physician Retention, Feedback, and Professional Development	Randy Pilgrim, MD, FACEP; Ricardo Martinez, MD
120	Nurse Recruitment, Credentialing, and Orientation	Colleen Desai, Robert Strauss, MD, FACEP
121	Nurse Retention	Michael D. Moon, RN, CNS, MSN
122	Managing Impaired Professionals	Dennis Whitehead, MD, FACEP
123	Generational Differences in Emergency Medicine	Nicholas M. Mohr, MD, FACEP; Lisa Moreno-Walton, MD, FACEP; Rebecca Smith-Coggins, MD; Angela M. Mills, MD, FACEP; Hollynn Larrabee, MD; Pamela Dyne, DO, FACEP; Kathleen J. Clem, MD, FACEP; Marie-Laure Romney, MD; Susan B. Promes, MD, MBA, FACEP
124	Gender Balance	Andrea Austin, MD, FACEP; Valerie Dobiesz, MD, FACEP; Resa E. Lewiss, MD, FACEP; Rebecca B. Parker, MD, FACEP; Tracy Sanson, MD, FACEP; Aisha T. Terry, MD, MPH, FACEP
125	Burnout: Diagnosis, Treatment, and Prevention	Susan B. Promes, MD, MBA, FACEP
126	The Nursing Perspective on Burnout: Compassion Fatigue Resiliency	Kathleen Flarity, J. Eric Gentry, Jeffrey Dietz, MD, FACEP; Vikhyat S. Bebarta, MD, FACEP
127	Late Career Toolkit	Robert Bramante, MD, FACEP; Kathleen J. Clem, MD, FACEP

	Chapter Name	Authors
128	Value of Advocacy	Nathan Schlicher, MD, JD, MBA, FACEP; Steven Stack, MD, MBA, FACEP; Fred Neis
129	Mechanics of Advocacy	L. Anthony Cirillo, MD, FACEP; John Proctor, MD, MBA, FACEP
130	Federal Advocacy	Taylor DesRosiers, MD; Aaron George, MD; Steven Stack, MD, MBA, FACEP
131	State Advocacy	Alison Haddock, MD, FACEP; Bradley Uren, MD, FACEP
132	Private Sector Advocacy	Ashley Booth Norse, MD, FACEP

	Chapter Name	Authors
133	Private Sector Engagement	Ashley Booth Norse, MD, FACEP
134	Resident Management Training	Ali Raja, MD, MBA, MPH
135	Simulation	Ernie Wang, MD, FACEP; Lisa Jacobson, MD, FACEP; Teresa Wu, MD, FACEP
136	Leadership and Management Training: Residency and Beyond	Robert Strauss, MD, FACEP; Thom Mayer, MD, FACEP

Now Available!Emergency Department Management