April 12, 2005
Genesis, DeWitt’s E.R. And Prime Care Rate High In Satisfaction
DeWitt, IA – When she needed an Emergency Room earlier this year, Mary Phelps of Camanche, Iowa, passed the closest available emergency service and drove about 19 miles to Genesis Medical Center, DeWitt.
“I have been to other Emergency Rooms, but the one in DeWitt is the best,” Phelps said. “I’ve been there twice. Everyone was so kind and caring, and I didn’t have to wait for hours.”
Patients like Phelps who seek care at Genesis Medical Center, DeWitt’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 recent hospital survey results from Press Ganey, the health care industry’s leading satisfaction measurement and improvement firm.
Nationally, the rural hospital ranked in the 99th percentile against 893 hospitals of various sizes in the all-hospital database. In addition, it ranked in the 99th percentile against its peers -- 69 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 hospital,” said 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 Genesis Medical Center, DeWitt, 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 apart from other hospitals across the nation,” Cooper said. “They leave the lasting impression and 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 added. “Despite our high percentages, we’re continually evaluating and looking at ways to improve waiting times and communication between staff and patients and their families.”
The hospital’s Emergency Department serves people in need of emergency care 24 hours a day. Local primary care physicians rotate acute care coverage of the E.R. Fox attributed the high Press Ganey scores to several factors – from an expanded and refurbished E.R.; to the fact that paramedics now staff the E.R. along with a nurse; to a new Picture Archiving Communication System that has replaced traditional x-ray films with digital images that are accessed by computer and can be more quickly read by radiologists away from the hospital. Another major improvement has been the hospital’s consistent follow-up to Press Ganey surveys and a diligent service recovery effort, she said.
DeWitt’s E.R. recently received re-certification as a Level 4 Community Trauma Center.
