Our Story

The Mercy Medical Center clinical and administrative team in conjunction with Progressive Emergency Physicians’ Central Administration, have been successful in addressing significant staffing challenges associated with volume fluctuations pertaining to COVID-19 in 2020 and 2021 at Mercy Medical Center. Mercy retained its baseline ED volume through Q1, 2020 where many New York hospitals had already begun to recognize a significant volume shortfall. As of April, the volume at Mercy decreased by 30 percent, and remained at that level throughout the majority of 2020, with some small increases in Q4. Ultimately, volume increased steadily through Q1 2021. Throughout these volume fluctuations PEP maintained best practice operational and quality outcomes through constant data collection and analytics, open and transparent communication with all clinicians, and adjustments of patient flow predicated on the nature of their presenting medical problem and acuity. These efforts allowed Mercy and PEP to right-size schedules appropriately based on volume trends, while retaining all clinical personnel in their full-time capacities, and meticulously addressing staffing appropriately as volumes slowly begin to normalize to pre-COVID baseline.

Our Problem

Mercy Medical Center was one of the last Progressive Emergency Physicians New York sites to see it’s volume impacted by COVID-19, holding pre-COVID volumes until March. From March to April, the site experienced a 30% decrease in ED volume, and remained there through January 2021. Volume has been steadily increasing as of January, but in April, the site still experiences volumes 15% below its pre-COVID baseline. This significant and sustained decrease in volume, experienced approximately 30 days after the majority of other NY hospitals, coupled with the sudden steady increase through Q1 2021 have resulted in unique staffing challenges.

Our Journey

  • Pre-COVID volume at Mercy was as high as 109 patients/day in January (Flu contributed significantly though, so true pre-COVID baseline was in the low 90’s)
  • COVID-19 onset became most prevalent and detrimental to volume at the site in April 2020
  • Schedule completely adjusted to meet clinical volume and acuity needs
  • Volume was consistent throughout the remainder of 2020, with small increases in Q4, followed by additional increases in Q1 2021
  • Volume trends monitored constantly to refine staffing and ensure appropriate PPH
    • PPH dropped in March and April 2020 commensurate with volume trends; staffing was right-sized by May and has remained above 2.0 since June 2020. Volume increases in Q1 2021 have resulted in staffing additional while maintaining operating metrics below our benchmark goals

Our Data

Average Daily Volume Statistics

2020

20-Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

AVERAGE

MMC

109

99

91

63

47

58

62

63

64

62

66

67

64

2021

21-Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

AVERAGE

MMC

74

70

76

77

 

 

 

 

 

 

 

 

74

PPH Statistics below:

2020

Mar

April

May

June

July

Aug

Sept

Oct

Nov

Dec

AVG

MMC

1.71

1.56

1.92

2.33

2.22

2.20

2.16

2.11

2.23

2.20

2.06

2021

21-Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sept

Oct

AVG

MMC

2.23

2.00

2.17

2.17

 

 

 

 

 

 

2.14

LWBS Statistics:

2020

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

MED

LWOBS

1.64%

1.01%

2.14%

1.38%

0.48%

0.50%

0.76%

0.45%

0.76%

0.25%

0.63%

0.70%

0.73%

2021

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

MED

LWOBS

0.85%

0.69%

0.82%

 

 

 

 

 

 

 

 

 

 

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