Endless call bells, telephone rings and conversations around the clock are all to be expected during a hospital stay. Akin to an airport, a serene space like a VIP lounge, represents calm in the middle of a storm. By creating a peaceful space, overseen by certified nurse assistants (CNA), patients can avail of enhanced hospital experiences at the end of their stay.

 

Following a review at Montefiore’s Henry and Lucy Moses division, hospital officials say its designated discharge lounge also frees beds up more quickly, in-turn, reducing wait times for incoming patients. Due, exclusively, to the discharge lounge, Montefiore officials said they recently hit a milestone with 10,000 bed hours saved. They said this equates to 56 additional inpatient beds.

 

“We often can’t control how a patient arrives at our doors, but we can control much of what happens during their stay and when they are ready to leave,” said Elodia Mercier, BS, MS, RN-C, NE, director of nursing throughput operations, who has served at Montefiore for almost 40 years. “By having a calm setting staffed by skilled clinicians, we can help people feel more like themselves, and assist them in focusing on and preparing for what matters most when they exit our doors,” said Mercier. “Our objective is clear: create an environment that is closer to where people want to be, versus where they have to be.”

 

Nestled near the front lobby of Montefiore’s largest campus, located on 210th Street in Norwood, CNAs pick up patients from their rooms and bring them to the lounge. They said approximately one-third of adults leaving the Bronx hospital and emergency department are cared for in this setting, where staff strike up conversations, or guests can watch television while enjoying complementary snacks.

 

Hospital officials said these same CNAs, or discharge lounge coordinators, who first greet the patients, escort them to their vehicles when leaving the hospital. The next day, they call to ensure people returned home safely, that discharge plans are clear, and that these former patients are starting to feel better. If there are any issues, these are immediately flagged and addressed by their medical team at Montefiore, according to hospital officials.

 

“During prior hospital stays, I would have to wait for someone to bring me downstairs, and then wait for a cab to get home,” said 59-year-old Bronx resident, John Minena. “Now when I’m almost ready to leave, a nurse brings me to a space where I can relax, and I have water and refreshments. It is a big difference. When these same nurses who you just spent time with, call you the next day to follow up, it is like a family member checking up on you.”

 

On average, the lounge, which opened in June 2021, sees as many as 43 patients a day, each person staying for 35 minutes, on average. By staying in the lounge, Montefiore officials said staff can coordinate where family members or other transportation coordinators can pick up patients when they are ready to leave the hospital, avoiding parking expenses as well as confusion over where to go.

 

Simultaneously, Montefiore officials said this approach frees up in-hospital transportation waits, and allows the housekeeping team to come into newly vacated rooms and turn them over, decreasing wait times for inpatient beds that previously would still have been in use.

 

“In the short time it has been open, our customer-centric discharge lounge has led to increased patient satisfaction, and an extra level of trust and confidence with our staff,” said Peter Semczuk, senior vice president and executive director of the Moses and Wakefield campuses. “As a bonus, we are increasing access to lifesaving care for our Bronx community. It doesn’t get better than that.”