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UPMC
Passavant Emergency Department Receives Top Honors
in Patient Satisfaction From UPMC Health System
In May 2000,
the UPMC Passavant emergency department received an award for
overall excellence in patient satisfaction from UPMC Health System.
The award
was presented by Gail Wolf, RN, DNS, senior vice president and
chief nursing officer, UPMC Health System, at the second annual
Health System Quality and Innovation Exhibit on May 22, in the
Oakland section of Pittsburgh. Awards were presented to hospitals
that earned the highest overall scores for inpatient services,
ambulatory surgery services, and emergency services on recent
patient satisfaction surveys conducted by Press, Ganey Associates,
Inc.
"We tallied
the Press, Ganey scores from the second quarter of 1999 to the
second quarter of this fiscal year and averaged the results. The
highest scorer in each category received the patient satisfaction
award. UPMC Passavant had the highest overall rating in the emergency
services category with a score of 83.33," Ms. Wolf says.
Linda Antes,
director of emergency services at UPMC Passavant, credits the
emergency department staff for high patient satisfaction ratings.
"We have staff who are not only excellent clinically, but are
caring, compassionate, and who do whatever is necessary to support
our patients," she says. In addition to having the highest patient
satisfaction rating in the system, the emergency department also
has increased its score by three points -- a significant jump
-- since the inception of the hospital's Five-Star Service Campaign
in March.
"Despite our
consistently high satisfaction scores, we always strive to be
better," Ms. Antes says. "When the Five-Star Service Campaign
began, we developed a strategy to improve customer service. We
found that little things, like bringing a patient food while they
wait, have a positive impact. Having a patient-family liaison
in the waiting room during peak hours has also contributed to
our success."
In early 2000,
UPMC Passavant introduced a program designed to provide excellent
customer service to patients and visitors. Known as Five-Star
Service, it is part of a UPMC Health System initiative called
Strive for 5. The program emphasizes Passavant's commitment to
excellent customer service. Through the Five-Star Service program,
UPMC Passavant staff at all levels are charged with making sure
that patients, family members, and visitors are satisfied with
every aspect of the care provided.
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