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National Organization Recognizes Weiss for Improved Patient Satisfaction in its ER

Dec 19, 2011

For more information about Weiss, contact:
Catherine Gianaro  
(773) 564-7285

CHICAGO (Dec. 19, 2011) — The Emergency Department at Weiss Memorial Hospital has been recognized as a 2011 “Top Improver” in Patient Satisfaction by Press Ganey Associates Inc., the healthcare industry's leading performance improvement firm.

Press Ganey is trusted by more than 10,000 healthcare organizations worldwide to create and sustain high-performing organizations and to help improve clinical, operational and patient satisfaction outcomes. Thirty-one facilities nationwide—in both metropolitan and rural areas—were named Top Improvers for demonstrating continuous improvement over two years. Weiss was among the elite class of 2011 award-winning healthcare organizations announced during the Press Ganey National Client Conference in Dallas, Texas last month.

“This award recognizes the hard work of our ER physicians, nurses, technicians and unit clerks to improve the flow in the Emergency Department,” said Charmaine Moore, ED director at Weiss. “The idea is to not have patients in the waiting room; our goal is to have them seen by the Emergency Department physician as soon as possible.”

Over the past two years, Weiss made a number of improvements to increase patient satisfaction in its ED, including:

  • Keeping patients informed through rounding hourly, having a dedicated nurse practitioner during peak hours (1 to 9:30 p.m.) to see lower-level acuity patients, and involving family to a greater degree.
  • Practicing quicker turnaround times through a “split flow” process, which gives patients a "quick look" assessment by the ER nurse, immediately determines whether the patient goes to a treatment room or exam room (depending on the severity of their condition and ensuring beds are available for the sickest patients), transfers patients to the results-pending room (if appropriate) and then escorts the patient to the consultation room to speak with the physician in private upon discharge (protecting patient privacy).
  • Following up with patients by phone within days of discharge for a wellness check." This improved process ensures the best flow to the rest of the hospital such as radiology for diagnostic testing or inpatient care for additional treatment and monitoring,” said Jeffrey Steinberg, M.D., F.A.C.S., chief executive officer at Weiss. “It’s good to have the confirmation through this award that our patients are satisfied with these quality improvement changes at Weiss.”
    Referring to this year’s winners, Press Ganey CEO Robert Draughon said, "These healthcare organizations serve as shining examples of the positive outcomes that result from focusing on patient satisfaction and core measures performance to improve quality of care."

For more information visit Weiss Emergency Medicine.