Proactive managers buoy satisfaction.
The ED leaders at St. Clair Hospital in Pittsburgh, PA, say that"managing by walking around"was one of the keys to their earning a ranking from Press Ganey as the no. 1 ED in patient satisfaction for EDs with more than 50,000 annual visits. The director selects and talks with random patients, following up on their care and making sure they're satisfied. Staff members are asked specific questions based on the Press Ganey priority indices. If there are patient complaints about a staff member, confidential meetings are held to discuss ways to improve.
D017598:Efficiency, Organizational; D004636:Emergency Service, Hospital / Q000458:organization & administration / Q000592:standards; D006740:Hospital Administrators; D006801:Humans; D019982:Organizational Case Studies; D017060:Patient Satisfaction; D010414:Pennsylvania; D024382:Professional Role; D011785:Quality Assurance, Health Care / Q000458:organization & administration*