The Boone County Hospital (BCH) Emergency Department (ED) is once again a Press Ganey Summit Award Winner. The award recognizes top performing facilities that sustain the highest level of customer satisfaction for three or more consecutive years. The award is the healthcare satisfaction industry’s most coveted symbol of achievement bestowed annually, and BCH is one of the United State’s 46 healthcare facilities to receive this honor. This is the third year in a row BCH has been recognized for the award.
Press Ganey is a nationally recognized company that partners with health care facilities to measure the level of customer satisfaction and improve the quality of health care delivery. More than one-third of United States inpatient hospitals currently partner with Press Ganey. The company’s databases are the largest in the industry, and allow facilities nationwide to benchmark their results against peer organizations.
Award winners are determined in July by reviewing the overall percentile rank of each database report within the three-year period; BCH’s rank has not dropped below the 95th percentile at any point during the time period. By filling out a survey, patients recognize that day in and day out BCH offers the highest quality of care on a consistent basis.
The BCH ED serves nearly 10,000 patients each year. There are many reasons for the departments success including: 1) Press Ganey scores are shared with the ED staff and action plans are initiated to improve areas of opportunity, 2) Patient complaints are taken very seriously and addressed individually by the ED Director or Administration; action plans are formulated, 3) Patient education is key and it’s critical that all patients understand their condition and what they need to do to take care of themselves once they are home.
“We are so honored to receive this award for the third year in a row,” says Joe Smith, BCH CEO. “Our ED and ancillary departments are continually working together to provide exceptional patient care. It takes a team effort to make everything run smoothly and efficiently. Our patients are our number one priority which is evident by our recognition from Press Ganey.”
In mid-November, Howard Eikenberry, BCH Administration and Mark Addy, ED, traveled to the 2008 National Client Conference in Texas to accept the Summit Award.
Pictured, left to right: Dr. Press, Dr. Hall, Press Ganey President and CEO, Howard Eikenberry, Mary Addy and Dr. Ganey