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Texas Health Plano ER's '30-Minute Promise' Recognized as Best Practice in Patient Safety

PLANO, Texas — When Texas Health Presbyterian Hospital Plano launched its "30-Minute Promise" to emergency room patients in October 2009, the objective wasn’t just to save patients’ time: It was to save lives.

At Texas Health Plano, we understand that every moment that passes during a medical emergency can put a patient’s safety at risk. Implementing our service promise has required each member of ER staff to work as a cohesive team. As a result, communication between staff, physicians, and patients has increased dramatically and patient satisfaction scores in the ER have increased to above the 90th percentile compared to hospitals across the nation.

“The increased efficiencies put in place by our staff have propelled our emergency department to consistently score in the top 10 percent nationwide for patient satisfaction,” said Dr. Jeffrey Canose, president of Texas Health Plano.

This month, the Texas State Board of Nursing will highlight the service promise as a best practice in patient safety in an article to nurses throughout the state. The article was written and submitted by Michele Webb, BSN, RN, performance improvement project manager at Texas Health Plano.

“When patients spend prolonged amounts of time waiting to be registered and triaged, their treatment is delayed and their safety is potentially put at risk in the waiting room,” Webb said. “The process we have implemented for rapid triage and bedside registration allows patients to be brought back into the emergency room where they can receive the care they need from clinical staff.”

While patient satisfaction scores have increased, the emergency department’s “left without being seen” (LWBS) rate has decreased to at or below 0.5 percent. The benchmark, a standard that is considered best practice, for LWBS rate is 2 percent, according to the Journal of Emergency Nursing.

The processes put in place to increase efficiency in the emergency department and consistently deliver on our service promise are just one example of Texas Health Plano’s commitment to continually improve quality and safety of care for our patients.

About Texas Health Presbyterian Hospital Plano
Texas Health Presbyterian Hospital Plano is a 366-bed acute care hospital and recognized clinical program leader, providing technologically advanced care to Plano and surrounding areas since 1991. The hospital’s services include orthopedics, cardiovascular services, oncology, pediatrics and women’s services. An affiliate of the faith-based, nonprofit Texas Health Resources system, Texas Health Plano has more than 1,600 employees and 1,200 physicians on the medical staff. For more information, call 1-877-THR-WELL or visit

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