Baptist Northeast Emergency Department ranked among tops in nation in patient satisfaction

    Baptist Hospital Northeast’s Emergency Department (ED) has been ranked in the top 10 percent among emergency departments nationally in patient satisfaction, according to a Press Ganey survey. In the second quarter of 2011, patients ranked the Emergency Department “good” or “very good” in the following categories: overall (90 percent); likelihood of recommending the Emergency Department (91 percent); courtesy of doctor (93 percent); and courtesy of nurses (94 percent).

    Over the past year, the Baptist Northeast ED has implemented new practices. The first was the use of charge nurses so that there is someone in charge around the clock ensuring staff accountability and doing service recovery. Another was the introduction of bedside reporting, when the nurse introduces the new nurse coming on shift and reports on the patient’s status to him or her at the patient’s bedside. Others were hourly rounding with patients, keeping patients informed about delays, and complaint follow-up.