Site-wide collaboration and communication speeds care at Cumberland Regional Health Care Centre

At Cumberland Regional Health Care Centre (CRHCC) in Amherst, the emergency department (ED) team has made significant strides in improving the time it takes to transfer patients from ambulance to the department over the past year. Through site-wide creativity, collaboration, and communication, physicians and staff have enhanced patient flow and patient experience.

"Communication is key," said Grace MacKenzie, RN charge nurse in the emergency department. "Everyone jumps in and does their part in moving patients to spaces tailored to their needs. If it’s an ankle injury or they don’t need to lie down for an assessment, they can move from a stretcher to a chair to ensure everyone receives timely care." This fluid approach helps manage high volumes, particularly during busy times with numerous patients needing to be transferred from ambulance to department.

The team takes a proactive strategy involving pre-planning where a patient will go based on immediate needs and available resources. "When we get a dispatch, we immediately start to plan for where that patient might go," said Alysha Manderson, RN/Clinical Practice Lead (CPL). "If a patient is in chest pain, we think ahead about who can be moved to allow this patient to be in a space with a monitor."

Maggie Doucet, ED Manager, and Erin Eastwood, Assistant ED Manager, highlight the collective effort to tackle challenges. "Our success is a direct result of everyone at the site stepping up," said Maggie. "The creativity in creating additional spaces and finding solutions to move patients to various inpatient units ensures we deliver consistent patient care."

Collaboration with Emergency Health Services (EHS) is crucial. The team maintains constant communication with EHS, often via text, to coordinate patient transfers efficiently. "We let them know when we don’t have available beds in the department, and together we look at where we can transfer patients," said Alysha. "It’s about using that ambulance when it arrives with a patient to transfer someone out instead of waiting for another truck. It takes time to move people around and clean spaces, but we have that game plan ready and EHS is onboard."

The inpatient team also plays a vital role. By working closely with the ED team, they ensure timely discharges and patient transfers, reducing wait times. "We work well together, always looking for solutions," said Hillary Brown, RN/CPL on the medical/surgery unit. "It's like a complex math equation, figuring out where each patient can go to optimize care for everyone." Every inpatient unit steps up to take patients. "The whole building understands we’re all in this together. Even when they’re busy with C-sections and babies, the mat/child unit takes off-service patients to help us,” said Dana Boyle, RN/CPL. "They don’t hesitate either. Right away they offer to take someone so we can get things moving."

CRHCC's small, close-knit team demonstrates that teamwork and trust are essential. "We've all worked together before, so we know how each other works," said Alysha. This familiarity and trust foster a collaborative environment where everyone is committed to the same goal—providing the best possible care for patients. "As a smaller hospital, we know every moving part, so we communicate and work well together," said Hillary.

In a constantly bustling environment, CRHCC stands out for their ability to coordinate complex situations with grace and efficiency. The positive impact on patient experiences and outcomes is a testament to their sitewide commitment and hard work
 

Photo of Sam Longaphy (RN/Charge), Alysha Manderson (RN/CPL) and Grace MacKenzie (RN/Charge).