The Urgent Matters Toolkit is a collection of strategies and tools designed to target specific issues facing hospital emergency departments. This toolkit has been developed by hospitals across the country in conjunction with Urgent Matters. Our goal is to continue to grow and expand the toolkit and make these resources available to the public. For more information or to submit at tool please contact us at

Format: 2020
Title Year Summary Hospital
Resident Physician Orientation - Empathy-Based Training 2013

An Empathy-Based Orientation Presentation for New Residents

Louis Stokes Cleveland VA Medical Center
Reduction in LWBS 2013

Innovation to improve left-without-being-seen scores.

Memorial Hospital Miramar
Pull Til Full 2013

Getting patients back to a room sooner and not waiting in the waiting room.

Mercy Health – Mercy Campus
Impact of Pivot Nurse on LWBS 2013

Implementing a pivot nurse in the emergency department to reduce the number of patients that leave before being seen.

PENN Presbyterian Medical Center
Patient Centered Throughput Strategy 2013

Decreasing the time patients spend in the waiting room to improve satisfaction and the timeliness of care.

Saint Francis Hospital and Medical Center
Parallel Pivot Process 2013

Utilizing a new pivot process in place of traditional triage.

Phelps County Regional Medical Center
Nurse-Initiated Protocols 2013

33 nurse initiated protocols (NIP) have been developed since 2001. These NIPs provide guidance to non-physician providers for initiating...

Children's Healthcare of Atlanta
Initial Assessment Processes 2013

The Initial Assessment Process (IAP) was developed collaboratively by the emergency physicians, nursing, administrative staff in answer...

St. Joseph’s Hospital
Improving the Front Door: Customer Service Training 2013

Implementing customer service improvements and creating an educational program on ED customer service and service recovery.

Genesis Medical Center
Improving Care for the Psychiatric Patient 2013

Improving communication between teams, developing medical screening criteria, decreasing readmissions, decreasing ED boarding, and...

The Christ Hospital