Service Allows N.C. Emergency Department Patients to Wait at Home

March 11--MOREHEAD CITY -- One area hospital is now using an online service to help make the wait time a little less stressful for emergency department patients with non-life threatening conditions.

Beginning this week, patients can check in with the Emergency Department at Carteret Health Care in Morehead City via the InQuicker online service and wait to be seen from the comfort of their homes instead of in the waiting room. The service went live at the hospital on Tuesday.

Dr. Victoria Selley, director of Emergency Services at the hospital, said it's not an appointment service but a way to better manage the wait time at the Emergency Department while making it a little more convenient for patients.

"Our goal is family and patient-centered care," Selley said. "A trip to the emergency department can be a stressful time and we want to reduce that stress as much as possible."

Patients who use the InQuicker service fill out a short form online providing contact information, a description of why they are visiting the emergency department and giving a preferred time to be seen.

They receive an estimated treatment time based on conditions at the facility and can wait at home until that time is near. Real-time notifications of any delays or changes are sent via phone call and email.

The wait time in emergency departments is an issue hospitals face across the country.

"Nationwide at emergency departments of our size, the goal is 30 minutes between the time a patient arrives and checks in and they are seen by a physician or physician assistant. Our goal is 27 minutes," she said.

The time from arrival to discharge at the Carteret emergency department varies by the extent of the treatment.

For cases that require being admitted to the hospital, the average time is about 288 minutes. For patients who can be seen by a physician and discharged to go home, the average time is 160 minutes, Selley said.

However, InQuicker is not a reservation or appointment service. Patients who use the service do not skip waiting times and are not seen ahead of patients sitting in the waiting room.

Selley stressed that the service is not intended for anyone experiencing emergent or life-threatening conditions.

"InQuicker is intended only for individuals with non-life-threatening or debilitating medical conditions," she said. "It's a simple and convenient way for people with busy lives and busy families to conveniently access care for minor medical needs. If you're in doubt about the severity of your condition, you should always seek immediate care."

Selley said the emergency department staff will review a user's symptoms and contact patients if they need to call 911 or come in immediately. The InQuicker system is also designed to recognize certain keywords that may indicate a life-threatening condition.

- Selley said the hospital wants to ensure patient satisfaction, and the InQuicker services provides additional benefits to the hospital's ability to manage wait times.

For instance, she said, an influx in InQuicker users during a certain time period can help staff better prepare for and respond to a surge in patients.

The service can also help them to coordinate with local providers for patients.

For more information about the InQuicker online service, go to CarteretER.org.

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