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Baylor University Medical Center at Dallas is proud to announce that Press Ganey Associates, Inc. has named its Emergency Department a 2009 Top Improver Award Winner.
The team raised their patient satisfaction scores to the 99th percentile. Their impressive improvement over two years also earned them national recognition with Press Ganey’s Top Improver Award for ED Patient Satisfaction.
Press Ganey partners with more than 7,000 health care organizations including nearly 40% of U.S. hospitals—to measure and improve service and quality of care. These are very competitive hospitals that value patient satisfaction, so having a high percentile ranking means being among the nation’s best. The ED staff worked together to greatly improve patients’ perception of the ED. These results are considered remarkable—even more so for a high-volume, inner-city, Level 1 trauma center. The BUMC ED is on track to see more than 100,000 patients this year.
“We really focused on enhancing patients’ experiences,” adds Dighton Packard, MD, chief of emergency medicine. Packard says that he’s most proud of how staff have maintained the scores. He adds, “Even at the top spot, we continually strive to do better and better.” Benny Bolin says the formula is simple: happy staff make for happy patients. “You simply cannot satisfy patients without satisfying and retaining the staff—so we focus on staff communication, engagement and recognition,” explains Bolin. He says they involved staff and physicians in committees to share and implement their ideas. The department regularly reviews scores and comments from the patient satisfaction surveys. And leaders enthusiastically celebrate compliments and achievements.
The confetti isn’t just flying for their stellar service—the BUMC ED has been racking up achievements in quality, including:
In 2008, Baylor University Medical Center at Dallas treated nearly 40,000 inpatients and more than 250,000 outpatients. The 1025-bed hospital is a Level I trauma center with more than 1,250 physicians on the medical staff; nearly 200 medical residents and fellows; and 5,225 employees. More than 600 clinical research trials are currently underway at Baylor Research Institute.
Baylor Institute for Rehabilitation is a 91-bed, not-for-profit hospital located adjacent to Baylor Dallas that specializes in comprehensive rehabilitation services including traumatic brain injuries, spinal cord injuries, strokes and other orthopaedic and neurological disorders.
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