Elizabeth George, Wally Ghurabi

Implementing Patient Experience Improvement Strategies The Nethercutt Emergency Medicine Center at Santa Monica UCLA Medical Center and Orthopedic Hospital implemented a new EHR to improve the continuity and quality of patient care. This implementation created a few challenges in the ED. Specifically, nurses and physicians initially struggled to understand and adjust to the new system. The staff became so focused on trying to utilize the program efficiently that they created a perception among patients that they were being avoided. Turning EHR implementation challenges and anxiety into positive and energetic engagement for staff and patients required collaboration, teamwork, communication and a commitment to hard work. Emergency Department