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September 30, 2013 (Cleveland)

CHAMPS Patient Experience / Santalucia Group to Work with Paula Timco to Offer Emergency Department Consulting

Paula-TimcoCHAMPS Patient Experience / Santalucia Group has formed a strategic collaboration with Paula Timco to offer its new emergency department consulting service – PX3-ED.

With the new development of this emergency department consulting partnership, EDs can now leverage Carol Santalucia’s 30 years of healthcare service excellence and patient advocacy experience as well as Timco’s 17 years of experience working to implement operational improvements within healthcare systems.

As healthcare facilities across the country prepare for the introduction of ED-CAHPS in 2015, the importance of balancing efficiency and compassion in a high-paced environment has never been greater.

PX3-ED does just that by leveraging both people and process to improve the patient experience. Using principles from LEAN for Healthcare and other process improvement tools, Timco and CHAMPS Patient Experience determine the root causes of emergency department patient access and flow complications and develop relevant solutions and interventions that enhance the patient, family and employee experience.

Simultaneously, through a series of interactive trainings, Timco and CHAMPS teach staff the skills necessary to consistently deliver compassionate care, reduce patient anxiety and improve the patient experience.

“We are so excited to be working with Paula. It allows us to take the patient experience in the emergency department to the next level by focusing on both people and process, together,” said Carol Santalucia, vice president of CHAMPS Patient Experience / Santalucia Group.

Contact us to learn more about this new emergency department consulting service – PX3-ED.

About CHAMPS Patient Experience
In partnership with Santalucia Group, CHAMPS Patient Experience offers a variety of services to enhance the patient experience. Led by Carol Santalucia, a recognized leader in patient experience with more than 30 years of expertise, CHAMPS offers outcomes-based services designed to create an optimal patient experience. To learn more, visit

About Paula Timco
Paula Timco, MBA, is a healthcare management professional with 17 years of experience working with hospitals and health systems to navigate the many opportunities for operational improvement. Whether work flow optimization, patient satisfaction, facility design and transition, strategic planning or Magnet or Malcolm Baldrige accreditation, Paula partners with your organization to serve as an extension of your team assisting in creating and implementing successful solutions. Paula has managed projects ranging from establishing efficiencies in ED patient flow, improving LOS, reducing readmissions and improving discharge planning to developing strategic plans for nursing divisions and implementing key components of patient experience and improved workflow in new facility design.