I had the opportunity recently to attend the Emergency Department Physician Meeting. I presented and discussed KSB’s Strategic Plan and answered questions about the opportunities that lay ahead for our organization. The conversation eventually turned to patient satisfaction.
You see your colleagues in the Emergency Department have achieved a tremendous turnaround. in April, 2012 we ranked in the 23rd percentile nationwide in ED patient satisfaction. This means that 77% of Emergency Departments had higher patient satisfaction than we did. As of the most recent results in March of 2013 only 7% of ED’s in the country have a higher satisfaction score. We moved from the 23rd percentile to the 93rd percentile.
That’s a big deal.
How did this happen? What are we doing differently? Linda Clemen, CNO and Sue Prosch, ED Director suggested the following:
- A new attitude by staff and physicians that puts the patient first;
- New patient flow protocols that get patients out of the Waiting Room and into the Exam Room faster;
- Bedside registration, which shifts the emphasis away from getting payment information first towards caring for the patient first.
There are numerous other improvements that contribute as well. Congratulations to our professionals in the Emergency Department. You are making a difference and we’re proud of you!