Posted 11:18AM UTC, July 31, 2009
Video: How an ED uses Avatar's patient satisfaction data
CHW member Mark Twain St. Joseph Hospital posted a video on YouTube discussing how they use patient comments and data to improve the service they provide in their Emergency Department.
Categories:
Healthcare Tools, Video
[Updated Aug. 3rd]
Mark Twain St. Joseph Hospital, a CHW member, recently posted a 3-minute "Community Cares" video discussing their use of patient satisfaction data in their Emergency Department. Larry Cornish and Johanna Vermeltfoort are featured.
Cornish points out that it is particularly challenging to improve patient satisfaction in the Emergency Department because of the emotions involved. He points out how much Mark Twain St. Joseph Hospital's scores in the Emergency Department have improved.
Cornish then turns to Johanna Vermeltfoort, MTSJH Emergency Services Manager. She explains how they used verbatim comments to uncover a problematic area in the department - Communication.
Subsequently Vermeltfoort had her staff focus on keeping patients informed of all the processes involved in their treatment. Her team lets patients know how long it will be before lab results come back, keep them informed of the x-ray department's progress in getting x-rays read, and other status updates.
Vermeltfoort says that the major item that was focused on was having physicians step up and get patients in and seen in the ER (door-to-doc) within 30 minutes.
See the video (3:06) on YouTube.
Mark Twain St. Joseph Hospital, a CHW member, recently posted a 3-minute "Community Cares" video discussing their use of patient satisfaction data in their Emergency Department. Larry Cornish and Johanna Vermeltfoort are featured.
Cornish points out that it is particularly challenging to improve patient satisfaction in the Emergency Department because of the emotions involved. He points out how much Mark Twain St. Joseph Hospital's scores in the Emergency Department have improved.
Cornish then turns to Johanna Vermeltfoort, MTSJH Emergency Services Manager. She explains how they used verbatim comments to uncover a problematic area in the department - Communication.
Subsequently Vermeltfoort had her staff focus on keeping patients informed of all the processes involved in their treatment. Her team lets patients know how long it will be before lab results come back, keep them informed of the x-ray department's progress in getting x-rays read, and other status updates.
Vermeltfoort says that the major item that was focused on was having physicians step up and get patients in and seen in the ER (door-to-doc) within 30 minutes.
See the video (3:06) on YouTube.
