30-Minute E.R. Advantage℠ Q&As

What exactly is the 30-Minute E.R. Advantage Service Commitment?

When you enter the Emergency Room at Chestnut Hill Hospital, the time of your arrival will be noted. A medical professional (physician, physician assistant or advanced nurse practitioner) will work diligently to have you initially seen within 30 minutes of your noted arrival.

Does this mean I will be on my way home in 30 minutes or less?

No. We will work hard to have a medical professional initially see you to begin your evaluation and treatment within 30 minutes of your noted arrival. Depending on the nature of your illness or injury and the unpredictable volume of patients requiring emergency care at any given time, the wait time and duration of each visit will vary.

Do I have to wait up to 30 minutes for someone to say, "May I help you?"

Absolutely not. Emergency Room staff will greet you as soon as you come in, and a nurse will assess your condition through a triage process. We know your time is valuable and we pledge to work diligently to have a medical professional initially see you within 30 minutes of your noted arrival.

When do the 30 minutes officially start?

The 30 minutes start when the patient checks in with our staff at the Emergency Room desk.

How is the time frame of my visit documented?

When you arrive and check in, the time of your arrival is noted. When the medical professional initially sees you, the time is documented by the Emergency Room staff.

Does the 30-Minute E.R. Advantage Service Commitment affect how patients are prioritized?

While the goal is to initially see every patient within 30 minutes of their noted arrival, the most severe cases will always receive immediate attention.

How can the Emergency Room maintain quality care if speed is the priority?

It is not our objective now, nor will it ever be, to "rush" patients through the Emergency Room. Our process improvements are focused on getting patients into an exam room as quickly as possible and enabling the medical professional to initially see a patient and begin their diagnosis and treatment promptly.

Is the 30-Minute E.R. Advantage Service Commitment in effect at all times and does it apply to all ages — infants to senior citizens?

Yes. The 30-Minute E.R. Advantage is our commitment to every patient we serve, 24 hours a day and seven days a week.

Does this cost more?

No. The 30-Minute E.R. Advantage is a free service provided to each of our patients.

Is a 30-Minute E.R. Advantage Service Commitment really necessary for an emergency room?

In many emergency rooms across the country, wait times have been increasing. We want to assure our patients that we are dedicated to not only offering quality care but also to working diligently to provide that care as efficiently as possible.

What is the average E.R. wait time?

The average E.R. wait time is an informational service to the public. It is approximate and based on a rolling average that is updated four times an hour and does not represent the actual current activity in the E.R. waiting room. The wait time represents the time it takes from arrival until a patient is initially seen by a medical professional (physician, physician assistant or advanced nurse practitioner). Patients are triaged upon their arrival in the E.R., and a clinical professional then sees them in an order based on their complaint, condition and the reason for their visit.

If you are experiencing a medical emergency, call 9-1-1.

While many patients are initially seen by a medical professional within 30 minutes of their arrival, during some peak times when the number of patients and/or trauma situations exceeds the number of providers or beds, some patients are not initially seen within 30 minutes of their noted arrival.

Should you have any additional questions about the 30-Minute E.R. Advantage Service Commitment, please ask any of our Emergency Room staff. For more information, please contact 215-248-8200.