Patients rank Backus Emergency Department among best in nation
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For the third quarter in a row, the Backus Emergency Department has ranked at the top nationwide for patient satisfaction.
In the latest Press Ganey survey, the department rated in the 99th percentile in its category. This means that 99% of other emergency departments in the nation have satisfaction scores lower than Backus.
"We are very happy and proud of these results," said Robert Sidman, MD, Chief of Emergency Services at Backus. "We have been continuing to work hard during the summer months with a high volume of patients."
Summers are usually a busier time for emergency departments, but this year more than ever. July was a record month in the Backus ED, with more than 5,528 patients, 8.4% more than the year before. This comes after 5310 patients in June.
Even with this upward trend - the hospital is on track for more than 55,000 visits this year - average time from arrival to discharge in Convenient Care is at 70 minutes, well below national standards.
Susan McQueen, RN, Clinical Director of Emergency Services, said everyone is working very hard and is enthused that patients recognize their efforts.
"There is a sense of accomplishment and pride among the staff," she said.
She said Dr. Sidman has been astute at putting additional staff on during peak times and developing procedures that ensure quality, efficient care.
"Moving patients through quickly is a very important part of how people evaluate their experience in the emergency department," she said. "No one likes to wait, and rightfully so. The newly expanded and renovated emergency department also contributes to the patients' overall experience."
Last fall, the expansion and renovation of the ED included additional beds, more space for practitioners, increased storage and higher staffing levels. Overall, the department nearly doubled in size.
Mark Santamaria, Senior Vice President and Chief Operating Officer, notes that the scores are not just a recent phenomenon. Since the end of 2006, patient satisfaction scores have gone from the 62nd percentile to the 99th percentile.
"This consistent improvement is very impressive," Mr. Santamaria said. "Our staff's focus on positive patient experiences and delivering quality care has been nothing short of outstanding."
In the most recent survey, which covers the months from May through July of this year, patients were asked 20 questions about their experience in the Emergency Department, such as if they were treated in a courteous manner, if their lab tests were explained well and done in a timely fashion, if they were informed about wait times, and more.
"We have been busy, but I do think patients get a sense everyone is working hard to make it as positive an experience as possible," said Mrs. McQueen.
Press Ganey, an independent research firm, partners with more than 7,000 healthcare organizations - including nearly 40% of U.S. hospitals - to measure and improve quality of care through surveys that gather patient, employee and physician perspectives.