Edward Hospital's ERs Ranked Nationally, Regionally in Patient Satisfaction
NAPERVILLE, Ill., June 14 /PRNewswire/ -- The Edward Plainfield ER 24/7 is ranked number one in the nation for Emergency Department patient satisfaction according to a recent independent Press Ganey survey. Edward Plainfield had the highest overall score of more than 1,000 hospital ERs in the Press Ganey database for the survey conducted between January 1 – March 31, 2010. Press Ganey is recognized as the nation's leading source of patient satisfaction information for the healthcare industry.
In addition, the Edward Hospital ER in Naperville and Edward Plainfield ER 24/7 combined are rated among the top one percent for patient satisfaction nationally (1,000+ hospitals), regionally (hospitals within 30 miles) and for ERs that treat more than 50,000 patients.
The survey asked patients to rate their experience regarding wait times, interaction with doctors and nurses, testing, treatment of family and friends and other factors during their visit to the ER.
"It's important to all of us that our patients feel they are welcome and, more importantly, that we listen to them," says Cindy Rentsch, RN, MSN, CEN, CCRN, Clinical Director, Emergency Services at Edward. "That approach comes from the culture we promote every day. We're committed not only to achieving excellence in customer service, but also motivating each other to maintain it."
The Edward Plainfield ER 24/7 is averaging more than 1,800 patient visits a month since last September and is projected to treat more than 20,000 patients in its first year after operating as an Immediate Care facility on the Edward Plainfield campus, located at 127th St. and Van Dyke Rd.
Edward's Naperville and Plainfield ERs are on track to treat 85,000 patients in 2010, among the most for hospitals in the Chicago area and state of Illinois, meaning Edward's leading patient satisfaction rankings are achieved during extremely busy shifts and under challenging circumstances.
"There are so many steps that have to happen in concert for a successful emergency room visit, and any break in the chain can turn a positive experience into a negative one for a patient and their family," says Pete Schubel, MD, Medical Director, Edward Plainfield ER 24/7. "These countless interactions must be performed with professionalism and compassion. All of the pieces must function at a very high level, not only from a quality and process perspective but from a compassion standpoint, to achieve the patient satisfaction scores we have. It is truly a team effort."
Other features of Edward's nationally recognized emergency care that contribute to high patient satisfaction include:
- Immediate triage of patients by experienced RNs
- A pod layout which enables more efficient treatment of patients
- All board certified emergency physicians
- All board certified pediatric emergency physicians
- Among the highest percentage of certified emergency nurses for any ER in the country
- Assistance for people as they arrive to guide them to the proper location
- All private patient treatment rooms
- Electronic tracking of patient status, location and tests
And, Edward recently became one of the first hospitals in the country to make Emergency Room wait times available via text message, online and by phone to find out how quickly they'll begin treatment in Edward's ERs in Naperville and Plainfield:
- Text: "ERwait" to 41411
- Click: www.edward.org (ER wait time banner is in the upper right corner)
- Call: (630) 527-5969
For those situations that don't require an ER, Edward has Immediate Care facilities in Bolingbrook, 130 N. Weber Rd. and Oswego, Route 34 and Orchard Rd. and a weekend Edward Medical Group Walk-In Clinic at 15905 Frederick St. in Plainfield.
Patients and families are encouraged to check with their insurance company well before an urgent situation arises to be familiar with their plan's coverage for both emergency and immediate care situations.
For more information about the emergency and immediate care services Edward offers throughout the west and southwest suburbs, visit www.edward.org/er.
SOURCE Edward Hospital
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