August 08, 2003
At The Top
DeWitt E.R. and Prime Care Receive High Press Ganey Rankings
Patients seeking care at DeWitt Community Hospital's Emergency Room and Prime Care urgent care center can expect to receive satisfying service that ranks among the best in the country.
That's according to the hospital's annual survey results from Press Ganey, the health care industry's leading satisfaction measurement and improvement firm.
Nationally, the rural hospital ranked in the 98th percentile against 896 hospitals of various sizes. In addition, it ranked in the 98th percentile against its peers -- 81 hospitals of similar size and service offerings in an American Hospital Association peer group.
"This is a very positive statement about the overall care that patients receive at DeWitt Community Hospital," says Deb Fox, the hospital's Director of Quality. "Because of our small size, we don't have a high inpatient census, so most of our patients come to see us in the E.R., at Prime Care, or on an outpatient basis. We're proud to receive such high ratings."
Jeff Cooper, CEO of DeWitt Community Hospital, and Theresa Brock, Assistant Administrator and Director of Acute Nursing, credited staff for the high rankings.
"We owe this to the hard-working employees who deliver the personalized, compassionate care that sets us above 98 percent of other hospitals in the nation," Cooper says. "It's the employees who leave the lasting impression and who are ultimately responsible for these high scores."
"Our teams – comprised of physicians, nurses, Paramedics, nursing assistants, unit patient representatives, Lab techs, Radiology techs, and customer service staff – are really driven to give the best care," Brock says. "They enjoy their work and not only strive to please their customers but also their peers at work."
She adds, "Despite our high percentages, we're continually evaluating and looking at ways to improve waiting times and communications between staff and patients and their families." To help accomplish that, a pilot program will be launched to station a staff person at the registration desk on two weekends per month.
The hospital's Emergency Department serves people in need of emergency care 24 hours a day. Local primary care physicians rotate coverage of the E.R., with additional coverage provided by Acute Care, Inc. of Ankeny, Iowa. The urgent care services of Prime Care, also located in the E.R., are available Saturday and Sunday from 8 a.m. to 8 p.m. for minor emergencies, such as earaches, sore throats, allergic reactions and infections.
Fox attributes the high Press Ganey scores to several factors – from an expanded and refurbished E.R. that resulted from the hospital's $7 million renovation and expansion to the fact that paramedics now staff the E.R. along with a nurse. Another major improvement has been the hospital's consistent follow-up to Press-Ganey surveys, she says. Two designated staff members react to any complaints and get back to those patients who wish to receive a response. A new service recovery effort extends letters and gift certificates to patients who may have had a negative customer service encounter and helps turn it into a positive one.
"We've noticed that we've been getting more patients from outlying areas like Clinton and Maquoketa – patients who used to go to hospitals closer to their home," Fox says. "They see they get faster, more one-on-one personal service because we are a smaller hospital, and people want that. Our success also says something for our affiliation with Genesis Health System, as well. People see the Genesis name, and that means 'quality' to them."
