Case Study Upholding a 15-minute emergency room guarantee Northern Nevada Medical Center has long sustained a reputation as a highly responsive and efficiently run institution — a reputation borne out in statistics and rooted in a long-standing policy of timely service. For many years, NNMC has issued and met a 15-minute emergency room guarantee, attending to patients within fifteen minutes of their arrival. Continually delivering on its promise of responsiveness has earned the hospital an unheard-of 99% patient satisfaction rating — a number well beyond the multi-hour wait times of other area hospitals. Maintaining such high levels of efficiency is a source of pride for NNMC, and the ethic for prompt, expert service has been adopted across the organization. But as ED census ha

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