Emergency Department Setting

  • Suburban community hospital
  • 35,000 annual ED visits
  • 25 ED beds

Challenge

  • Improve overall physician Press Ganey scores

Key Concepts

  • Need team effort in the ED to improve all scores
  • Need to reinforce basic AIDET
  • Regular communication of scores to measure effectiveness of program

Solution

  • Report Press Ganey scores at interdisciplinary ED meetings
  • Individual scores discussed with physicians by the ED medical director
  • Review of AIDET with all physicians
  • ED year-end bonus tied to patient satisfaction scores
  • ESP has successfully recruited a stable core staff that includes experienced advanced practice providers (APPs) in the Fast Track
  • Hourly rounding by staff to address patient needs and update status of disposition
  • Annual provider evaluations that include patient satisfaction feedback by medical director
  • Any negative comment noted is reviewed by the ED leadership and discussed with the provider/staff

Fig 1 - Improved Press Ganey patient satisfaction scoresResults

  • Dramatically increased patient satisfaction, resulting in Press Ganey overall physician percentile of 96