What to Expect in the Emergency Department

Our Six-Step Process for Seeking Care in the Emergency Department

When you come to a UMass Memorial emergency department, we use a six-step process to guide your experience. Here’s what to expect:

Step 1: Check In

Whether you walk through our door or arrive in an ambulance, a nurse will meet you. Their role includes: 

• Welcoming you to the emergency department
• Helping you through our six-step process
• Keeping an eye on the waiting room
• Answering questions while you wait to see a doctor

 Step 2: Security

The safety of all emergency department patients matters to us. Weapons, illegal or dangerous items and drugs are not allowed in any UMass Memorial facility, including the emergency department. There is also zero tolerance for inappropriate, threatening or abusive behavior. Read our patient and visitor code of conduct.

You may need to pass through a metal detector before entering our emergency department.
If security finds a prohibited item, we safely store it for you during your stay. You can have it back as you are leaving.

 Step 3: Registration

Unless you show signs of a life- or limb-threatening issue, you will need to complete our registration process before receiving care. Registration involves gathering information that helps you receive efficient services. It also expedites the billing process.

Registration may involve:

• Contact information: We request your contact information and that of a trusted friend or loved one. 
• Insurance: If you have insurance, we ask for your card. If you do not, you still receive the emergency services you need regardless of your ability to pay. Financial counselors are also available to discuss your eligibility for MassHealth and other resources. 
• Legal documents: If you have an advance directive, we need a copy to ensure you receive services consistent with your wishes. 
• MyChart enrollment: You receive information about enrolling in MyChart, our online patient portal.Enrolling makes it easier to view test results, notes and other patient care information. 
• Preferences: Staff ask about your care preferences, such as whether you prefer to communicate in another language. If so, we arrange immediate access to an interpreter, if necessary.

Step 4: Triage

We determine the severity of your symptoms and how quickly you may need to be seen. UMass Memorial’s emergency departments treat each patient as soon as possible. Some emergencies are more severe than others, especially those that are life- or limb-threatening. We prioritize these patients over people whose condition appears stable.

Step 5: Waiting Room

Our emergency departments are usually busy, so you will likely need to wait to be seen by a doctor. Staff understand that you are not feeling well and do their best to see you promptly. If symptoms change or worsen while you're waiting, let us know.

Step 6: Provider Assessment

When we are ready to see you, a staff member takes you to an exam room. You may be asked to share the reason for your visit and your medical history a few times. We understand it can feel repetitive, but these conversations give different members of our staff important information about how we can help you.

Assessments may include:

• First check: An emergency department provider asks about your symptoms and checks vital signs such as your heartbeat and lung sounds.
• Exam: We perform a detailed assessment, including a physical exam, to learn more about your needs. Other specialists are available if you need them. 
• Tests: You may need additional evaluations, like X-rays or blood tests, to confirm your diagnosis.
• Treatment: We develop a personalized care plan that may involve giving you medicine, treating an injury or admitting you to the hospital.

UMass Memorial Medical Center is a teaching hospital, so you may receive services from medical students, nursing students or other trainees, all of whom work under the supervision of a licensed professional. 

Get Care for Any Emergency or Urgent Medical Issue

If you or a loved one experiences a life-threatening issue, call 911 or go to the emergency department immediately. For mental health emergencies, call 988. For less serious issues, contact your primary care provider at 855-UMASS-MD (855-862-7763) during business hours. Services are also available in urgent care clinics, some of which are open evenings and weekends.