In a dynamic health care environment, take steps to fully leverage case managers in the ED.

In an effort to create more capacity while also improving the patient experience, the University of Virginia Medical Center (UVAMC) in Charlottesville, VA, has taken steps to better leverage case managers in the ED. Under the new approach, case managers work alongside clinicians on the floor. They step in when added resources are needed or services need to be arranged before discharge. Administrators say the new ED case manager role has helped UVAMC reduce medically unnecessary length-of-stay by 34 minutes, enabling the hospital to see up to 4,000 additional patients per year. The ED-based case managers learn of patients who may benefit from their involvement by regularly participating in flow rounds with clinicians on the floor. Administrators are eyeing future improvements from the approach, including a concentrated effort to reduce visits to the ED by frequent utilizers.