Glen Cove Hospital's Emergency Department (ED) was recently ranked as one of the best in patient satisfaction among hospitals nationwide, according to Press Ganey Associates, Inc., the healthcare industry's leading independent vendor of satisfaction measurement and improvement services. "Our high patient satisfaction scores reflect the emphasis our emergency staff professionals place on customer service," said Dennis Connors, executive director of Glen Cove Hospital. "Our goal is to keep the patients' needs upfront and center. Not only are we committed to delivering the best medical care and treatment in an emergency situation, our physicians, nurses and other staff members work as a team to provide patients and family members with the most comfortable experience as possible, often under challenging circumstances."

Bedside registration speeds the check-in process at Glen Cove Hospital's Emergency Department. While Dr. John D'Angelo meets with a patient, Judy Duva uses a wireless laptop to collect patient information.

Surveys at more that 876 facilities across the country were compared and Glen Cove Hospital's The Peter and Emily Crisp Emergency Center ranked in the top 10 percent of 189 hospitals of similar size in terms of high patient satisfaction. In one survey question, 98 percent of patients responded that they were likely to recommend Glen Cove's ED to others.

Among the factors contributing to improved patient satisfaction in the hospital's ED were a range of new services and conveniences including bedside registration, better communication among patients, family members and hospital staff members as well as private rooms with phones and cable TV. A new concierge service will soon be added in which patients and family members are greeted when they arrive at the hospital and updated on new developments regarding their care.

"When people come to the ER, we know they are worried, scared or in pain," said John D'Angelo, MD, chairman of the hospital's emergency department. "We try to inform patients and family members about what to expect during their ER visit, what the process is and how long tests or labs might take. As patients are evaluated, good communication and updates about the process reduce stress and anxiety."

Another goal of the ED staff is to connect a doctor with a patient as quickly as possible, regardless of condition, said Dr. D'Angelo. "We try to be flexible with the process. If a physician is available and a room is free, a patient evaluation can begin.

Getting insurance information should not be a delay in seeing a doctor. "We are constantly evaluating the process to see what steps can make us more efficient." Glen Cove's ED also uses bedside registration to check-in patients more quickly. A staff member with a wireless laptop can take relevant information while the patient settles into his or her room. To better meet patients' needs, 'comfort rounds' have been initiated at the hospital. Emergency department technicians visit patients on a regular basis to see if they need a pillow, an extra chair, or anything else that will make the environment more comfortable. A hospitality room will open soon to provide snacks and beverages to patients and visitors. In addition to the Press Ganey surveys that are mailed to patients' homes, the hospital's nurses call a sample of patients as soon as they are discharged to check on their health and to solicit comments, both positive and negative, about their ER visit. This way, improvements can be made immediately. "We want feedback from our patients; we want to improve," said Dr. D'Angelo. "We strive to provide the highest level of care as efficiently as possible and in the most comfortable and caring environment."

Media Contact:
Betty Olt
(516) 465-2645