The Emergency Room staff at Cherokee Indian Hospital has worked hard the last couple of years to make changes in the service they provide to the community. Those changes have paid off with the highest rating ever from Press Ganey, the company the Hospital uses to survey its patients. The emergency room received a score of 90% in patient satisfaction on the 4th quarter ratings.
The surveys are a requirement of the Center for Medicare/Medicaid Services. Patients rate the services in the emergency room when they receive phone calls from the Press Ganey staff.
Dr. Orlando Nieves is the Medical Director of ER and Victoria Harlan, RN, MSN, is the ER Manager. The emergency room employs 13 RNs, three CNAs, one Unit Coordinator, five Mid-Level Providers, and 10 Doctors.
Harlan had this to share, “The ER staff have worked hard to improve the process and flow, which allows us to better serve our patients. Traditionally Emergency Rooms are not known for patient satisfaction ratings, but we want to give our patients the best care and experience we can while meeting their needs”.
One patient on the Press Ganey survey said, “I was very pleased with the way they treated me. They were very excellent. I was very pleased with everything they did. They were very kind, and very efficient, and they were very good. What they told me to do afterwards they gave me choices, and they would of kept me all night if I needed to, and do the test over, or I could of gone home, and had the test done within so many hours. They were just very good at what they did. I was so pleased with them. I was really impressed with the way they handled things. They took me immediately, there was no waiting. It was fantastic, my experience, very happy with the way they treated me.”
Another said, “Everybody took care of me, and was very concerned about me, and letting my family know. So I was very pleased with the visit.”
The Emergency Room staff related they are continuing to explore ideas and ways to provide easier access and quality healthcare to the Cherokee community.
– Cherokee Indian Hospital