Emergency Team Earns National Patient Care Award
Southwest's Emergency Department was recently recognized at a national conference for achieving some of the highest patient experience scores in the nation based on recent survey data from Professional Research Consultants, a leading provider of patient survey data and related services.
Jennifer Packer, Director, Emergency Services and other team members, received an Excellence in Patient Care Award at the What's Right in Health Care conference in October. The Department was recognized for moving its patient experience scores from the 30th percentile in national rankings to the 87th percentile earlier this year. It means well over three quarters of the patients in the Emergency Department rank their care as excellent on a five point scale.
Team members have been working on a number of initiatives to improve the patient experience, including the use of white boards inside each patient room to outline the patient's individual plan of care. Emergency Room clinical staff also began calling patients at home after discharge to ensure they were doing well and were satisfied with the care they received in the department.
Team leaders and team managers also round on patients, and caregivers, and providers check in on patients at least every 30 minutes and more often as appropriate.
“The great strides we’ve seen in patient experience in the Emergency Room are even more impressive given the department’s commitment to helping implement a zero ambulance divert policy in July,” said Dan Keteri, VP, Patient Care Services. “It means more people are able to stay in their own community for the care they need rather than commute into Oregon for care,” added Keteri.
Professional Research Consultants, Inc., is a leading provider of research and survey data for hospitals and health systems across the country. The data is used to assess the overall patient experience and satisfaction levels. Strong patient satisfaction is closely tied to patient loyalty and the likelihood to recommend a given hospitals to friends and family. Results are based on accurate perceptions from real patients, consumers, physicians, and employees. The company does not pay patients to complete surveys.
Southwest Washington Medical Center
The region’s health care leader and steward for more than 153 years, Southwest is a community-owned, not-for-profit, 450-bed medical institution located in Vancouver, Washington. Repeatedly recognized nationally as a 100 Top Hospital, Southwest provides a full range of outpatient and inpatient diagnostic, medical, and surgical services to Clark County residents. Southwest is also one of Clark County’s largest employers. Southwest’s 3,400 employees and 600 active medical staff members help support dozens of medical specialty services and programs focused on cancer, heart, emergency, trauma, neuro-musculoskeletal, family birth, and primary care.