Check-In

Whether you come through the front door or in an ambulance, a nurse will meet you. This nurse will:

• Welcome you to the department
• Help you through the steps
• Keep an eye on the waiting room
• Answer questions while you wait to see a doctor

Security

When people come in needing urgent help, things can get intense. To make sure everyone stays safe, we use metal detectors at the entrance. 

Security staff also use wands, which are handheld metal detectors.Unlike the big metal detector at the main entrance that checks everyone, wands can focus on the specific location of metal on a person. 

If security takes a metal item, don't worry. They'll tag it, keep it safe, and give you a ticket. When you leave, show your ticket to get your item back. 

Additional information Patient and Visitor Code of Conduct - UMass Memorial Medical Center - UMass Memorial Health (ummhealth.org)

Registration

Getting registered at the ED is important for a few reasons:

• Quick Identification: When you register, it helps the hospital know who is there and why. This is important so that doctors and nurses can give you the right care fast.
• Contact Information: When you register, the hospital will get your contact information. In emergencies, they might need to call your family. So, having the right phone number is important.
• Legal Documents: This may include patient rights, care preferences and other important documents. 
• myChart enrollment: This is your online patient portal. You can view test results, notes and other patient care information. MyChart Patient Quick Start Guide (ummhealth.org)
• Billing and Insurance:  We care for patients regardless of their ability to pay. We will ask for your insurance information if you have it. 
• Financial counselors are available to  to screen for Mass Health and talk about free care programs. For more information, call 508-334-9300.

Triage

During triage, the team assesses and sorts patients based on the severity of their condition. Triage helps figure out who is in the most urgent need of medical attention. The more serious or critical cases get seen first, ensuring that people with the most immediate health risks are taken care of promptly.

Waiting Room

Emergency departments can be busy, so there might be a wait. The staff will do their best to see you as soon as possible and update you when they can.  If your condition changes or worsens while you're waiting, let the staff know immediately. They're there to help!

If the ED is experiencing high volume, it means that there are a lot of people seeking medical attention at the same time. This situation can happen for various reasons, such as a surge in injuries, illness outbreaks or other emergencies in the community.

Here's what you might notice in an ED experiencing high volume:

• Crowded Waiting Room: The waiting area may be busier than usual, with more people waiting to be seen by medical staff.
• Extended Wait Times: Due to the increased number of patients, wait times for both assessment and treatment may be longer than usual.

Provider Assessment

Once it's your turn, you'll move to an exam room where the medical team will take good care of you. A provider assessment is when a doctor or nurse checks how you're doing. They want to figure out how sick or hurt you are and what's the best way to help you. Assessments may include:

• First Check: A health care provider will ask about your symptoms, what happened, and check your vital signs (like your heartbeat and lung sounds).
  
  • At UMass Memorial Medical Center, we are a teaching hospital. This means you may see a variety of providers who may ask you to share the reason for your visit a few times. We understand it can be repetitive, but it’s how our medical students, nursing students and other trainees learn how to give the best care. 
• Exam: The provider might do a more detailed check of what’s bothering you.
• Tests: The provider might order tests like X-rays or blood tests to understand more about your condition.
• Plan: Once they have all the information, the care team makes a plan. This could include giving you medicine, having you see a specialist, treating an injury or admitting you to the hospital.

Note: Your results may show up in myChart before you meet the doctor. It’s a good idea to wait and talk with the doctor about all results, the plan for treatment and what to do next.