Concord Hospital Completes Emergency Department Safety And Patient Comfort Upgrades

CONCORD, NH — Concord Hospital has implemented a series of safety and patient experience enhancements in its Emergency Department (ED), designed to improve security, comfort, and privacy for all.

The upgrades, spanning the waiting area, triage space, and overall patient flow, reflect Concord Hospital’s ongoing commitment to delivering exceptional care in a safe, compassionate environment.

Among the most notable safety improvements is the installation of protective glass surrounding the triage desk, along with a new second egress door, which provides an additional exit during emergencies. These changes created a modern emergency medicine layout by closing off what was once a high-traffic corridor connecting the ED to other hospital areas.

A new, enclosed security station with clear visibility to the waiting area enables quicker response times and has already contributed to a decrease in disruptive incidents. Further upgrades will reconfigure the triage space to replace traditional doors with glass sliders, allowing faster access in urgent situations while maintaining visibility between staff and patient.

“These upgrades were thoughtfully designed to make our Emergency Department safer for everyone— patients, visitors, and staff alike,” Nurse Manager of Emergency Department and Observation Services Michelle Rose, MHCDS, BSN, RN, SANE-A said. “We’ve created a space where people feel more secure, more comfortable, and more cared for from the moment they walk through our doors.”

To foster a more calming environment, the Emergency Department waiting room has been refreshed with new furniture, soft blue wall colors, and upgraded rubber tile flooring. Patients now have access to a new self-service area featuring vending machines, an ice and water station, and a blanket warmer. Convenient wall-mounted phone chargers have also been added to help alleviate stress during waiting times.

To reduce wait times, the ED team introduced a “Provider in Triage” model.

“It’s been a game changer for both patients and staff,” said Michelle. “By having a provider available right when patients arrive, we’re able to start treatment immediately, reduce wait times, and ensure no one feels overlooked. It’s improved patient satisfaction, decreased the number of people leaving without being seen, and given our team a greater sense of purpose knowing we can deliver timely, compassionate care from the very start.”

These enhancements highlight Concord Hospital’s focus on continuously improving and providing the highest-quality emergency care in the Capital Region. By investing in both safety and patient experience, the Emergency Department team continues to strengthen the hospital’s mission of putting patients first, ensuring every individual who comes through its doors receives care that is safe, timely, and compassionate

For more information about Concord Hospital’s Emergency Department services, visit concordhospital.org.

Submitted by Concord Hospital