North Hawaii Community Hospital’s (NHCH) Emergency Department ranked in the 99th percentile for patient satisfaction scores in the month of June 2012. Press Ganey is contracted by NHCH to independently and objectively compile patient satisfaction surveys, which are mailed to patients at random.
President and CEO of NHCH, Ken Wood, said, “I am incredibly proud of our Emergency Department team which is achieving our vision and goal of being one of the most healing hospitals in the world. To be ranked as one of the top hospitals in the country for patient satisfaction is an extraordinary achievement.”
Press Ganey Associates, Inc., is the country’s largest surveyor of patient satisfaction and partners with more than 7,000 healthcare facilities, including over 40 percent of U.S. hospitals, to measure and improve the quality of care. By referencing Press Ganey’s database, hospitals and medical facilities nationwide are able to benchmark their results against peer organizations.
“Our Emergency Department staff is an exceptional group of people; from the unit secretaries, nurses, physicians, emergency room technicians, phlebotomists, imaging technicians, patient access reps and housekeepers, each person plays a role and contributes to each patient’s experience,” says Aaron Traynor, NHCH’s Emergency Department Director. Press Ganey surveys ask patients to rank friendliness and concern expressed by nurses and physicians, including decision making, understandable instructions, time spent with patient and likelihood of recommending the hospital to others. NHCH survey results are studied monthly and action plans are created to address areas which show a need for improvement.
“Our Emergency Department’s ranking in the 99th percentile for the month of June recognizes and re-affirms the staff’s hard work by the patients they serve every day,” says Traynor. NHCH’s Emergency Department consistently ranks high in patient satisfaction and is currently ranked in the 91st percentile for 2012. “Our Emergency Room staff provide outstanding care to our neighbors, visitors, friends and family when they need it most and often times in a crowded department while under significant stress,” says Traynor. NHCH’s Emergency Department had 970 visits during the month of June 2012.