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Access Blocking at Ghent
University Hospital
Case study
Reference no 609-007-1

This case was written by Professor Dr Paul Gemmel and Lieven De Raedt,
Vlerick Leuven Gent Management School. It is intended to be used as the basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. The case was made possible by the co-operation of an organisation that wishes to remain anonymous.
© 2009, Vlerick Leuven Gent Management School.
No part of this publication may be copied, stored, transmitted, reproduced or distributed in any form or medium whatsoever without the permission of the copyright owner.

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A patient stayed overnight in the observation unit if there was a chance that he/she could return home within 24 hours. This observation unit also hosted blocked patients and was therefore a buffer area for patients who could not yet go to their destination department in the hospital. This observation unit was staffed with one of the 6 ED nurses, and its occupancy rate rarely exceeded 50%.

Processing in-patients in the ED
The process to move a patient from the ED to an in-patient bed started with deciding whether or not the patient would be hospitalised. If so, an ED nurse filled in a form and sent it via the intranet to the Central Admission Scheduling (CAS) department.
This message contained the patient’s name, age and sex, medical information and other items useful for the allocation of an in-patient bed. After receiving this message and consulting the bed status in the nursing departments, the CAS called a nursing department to ask whether it could host this patient. An intranet-based information system assisted the CAS in their search by showing the status of each bed in the GUH.
The system designated beds as ‘Free’, ‘Occupied’, or ‘Reserved’. The system was kept up-to-date by the IND nurses. When the chief nurse of a department agreed to host the ED patient, the patient was transported to the room. However, if no bed was found in the ‘mother department’ (that is, the

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