How We Revolutionized Our Emergency Department

Harvard Business Review

How does an emergency department (ED) go from the 6 th to the 99 th percentile in patient satisfaction, while improving dramatically in virtually every performance and efficiency category? If it were a Toyota vehicle-manufacturing plant, a key enabler would be a rope strung along each production line above team members, the Andon Cord. Healthcare institutions began to experiment with lean in the early 2000s, and some emergency departments were among the early adopters.