Pioneer Memorial Hospital’s Emergency Department has been selected by TeamHealth as the second-place winner of a national contest focusing on enhancing patient satisfaction scores.
Using TeamHealth’s Five Star Plan for Service Excellence — a plan that outlines a comprehensive approach for helping deliver service excellence and creating a patient-centered culture — the Emergency Department team at Pioneer Memorial Hospital worked to improve many aspects of the care it provides.
This included increasing communication and collaboration between all Emergency Department and associated personnel, tracking trends for busiest hours and then shifting staffing to best accommodate peak patient flow.
Developed by TeamHealth, which provides administrative and staffing services to more than 300 Emergency Departments across the country, the Five Star Plan for Service Excellence represents caring, comfort, clinical and operational effectiveness, and communication and community. The plan contains essential actions that center upon:
- Assuring staff and physician satisfaction as a foundation for patient satisfaction;
- Creating an ED satisfaction team that customizes and implements the plan;
- Ensuring faster turnaround times for patients;
- And keeping patients and family members informed.
“Emergency Departments are by nature very dynamic and complex. The teams worked extremely hard to dramatically improve their patient satisfaction scores,” said Dr. Mark W. Harris, FACEP, President of TeamHealth’s Northwest Division. “We share our partners’ commitment to supporting the hospital’s goals and creating a physician-led culture that enhances physicians’ ability to deliver high-quality emergency care to these communities.”
