I recently read an interesting review on a very important topic in healthcare: DIVERSION. The article reviews how the state of Massachusetts banned the practice of busy hospitals diverting patients coming in via EMS to other facilities, and the long-lasting impacts of that ban.

In my experience, PATIENT FLOW should always be set up to PULL patients to the next level of service. No muscle in the human body is capable of PUSHING. All muscles PULL - it is impossible for muscles to PUSH on an object.

Similarly, Emergency Departments should PULL patients in from the waiting room and EMS. Inpatient services should PULL patients "upstairs." Lower levels of care should PULL patients out of the hospital beds.

This mentality also helps with customer service. The next level of service WANTS the patient and is designed to PULL them along. Trust me. Patients don't like to get PUSHED OUT to the next level of service.

How does your System of Care enable the next level of care to PULL patients along their journey? What works for you? What doesn't work?

Read the original article here. 

James Woodson, MD

Written by James Woodson, MD

James is a board-certified Emergency Physician, and is the Founder and CEO of Pulsara.