Case Study: Providence Health & Services improves ER care with Point B

Saving the Emergency Room

Providence Health & Services, a health system, faced the challenge of overcrowded and expensive emergency rooms where nearly 40% of patients did not require acute care. They engaged the management consulting firm Point B to implement and pilot a new model to redirect these low-acuity patients to more appropriate care settings, thereby improving efficiency and reducing costs.

Point B implemented a transformational solution that introduced a new 'Patient Guide' role to schedule and follow up with referred patients. The vendor addressed change management by aligning physician compensation, training the new staff, and building partnerships with community health resources. They also created a balanced scorecard for visibility into key metrics. Following a successful pilot, the program was transitioned to an internal manager, setting Providence on a path toward improved patient satisfaction and financial performance.

Providence Health & Services

Bonnie Forsh

Regional Director