Ball Memorial Hospital.

• Position: Emergency Department

Half the patients at Ball Memorial Hospital get admitted through the Emergency Department (ED). No wonder many consider it the hospital's front door.

But for scores of those hurting and in need, it represents a lifeline.

More than 130 people are treated there daily, totaling almost 48,000 in 2002. On average, roughly 23 of those individuals have no insurance or other means of payment. However, that doesn't bar them from receiving the best care possible.

"We treat everyone, regardless of income, insurance or inability to pay," says Brent Batman, president, Ball Memorial Hospital. "Any individual who walks through the doors of the Emergency Department becomes a priority."

In an effort to further improve patient experiences, Ball Memorial Hospital is expanding its ED from 8,000 to 21,000 square feet. The $8.2 million facility is slated to open this summer.

Because ED waiting rooms have often been called "neglect rooms," BMH's "new" facility will not have a waiting room--only a reception area.

"We wanted to think outside the box," said Dr. Thomas Gardiner, executive vice president, Cardinal Health System. "We were focused on improving the patient's experience."

That led to BMH creating a new concept for emergency departments. Instead of a waiting room, the new department will have 39 private rooms large enough for patients and their families.

Each room will have a television, telephone and all the medical equipment required for most patients. Additional rooms will be provided for families to wait when patients need privacy for their examinations.

"As a department we focus on our involvement and importance to improving the quality of life in the community," said Karla Kirby, administrative director for the Emergency Department. "For us, that starts right here in the ED."

The absence of a waiting room, however, requires more efficient operation of the department. To that end, the new ED will have its own X-ray and lab services. It will also use new processes and technology to better serve...