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UPMC Passavant

UPMC Passavant Emergency Department Receives Top Honors
in Patient Satisfaction From UPMC Health System

In May 2000, the UPMC Passavant emergency department received an award for overall excellence in patient satisfaction from UPMC Health System.

The award was presented by Gail Wolf, RN, DNS, senior vice president and chief nursing officer, UPMC Health System, at the second annual Health System Quality and Innovation Exhibit on May 22, in the Oakland section of Pittsburgh. Awards were presented to hospitals that earned the highest overall scores for inpatient services, ambulatory surgery services, and emergency services on recent patient satisfaction surveys conducted by Press, Ganey Associates, Inc.

"We tallied the Press, Ganey scores from the second quarter of 1999 to the second quarter of this fiscal year and averaged the results. The highest scorer in each category received the patient satisfaction award. UPMC Passavant had the highest overall rating in the emergency services category with a score of 83.33," Ms. Wolf says.

Linda Antes, director of emergency services at UPMC Passavant, credits the emergency department staff for high patient satisfaction ratings. "We have staff who are not only excellent clinically, but are caring, compassionate, and who do whatever is necessary to support our patients," she says. In addition to having the highest patient satisfaction rating in the system, the emergency department also has increased its score by three points -- a significant jump -- since the inception of the hospital's Five-Star Service Campaign in March.

"Despite our consistently high satisfaction scores, we always strive to be better," Ms. Antes says. "When the Five-Star Service Campaign began, we developed a strategy to improve customer service. We found that little things, like bringing a patient food while they wait, have a positive impact. Having a patient-family liaison in the waiting room during peak hours has also contributed to our success."

In early 2000, UPMC Passavant introduced a program designed to provide excellent customer service to patients and visitors. Known as Five-Star Service, it is part of a UPMC Health System initiative called Strive for 5. The program emphasizes Passavant's commitment to excellent customer service. Through the Five-Star Service program, UPMC Passavant staff at all levels are charged with making sure that patients, family members, and visitors are satisfied with every aspect of the care provided.

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