Press Ganey released their annual “Emergency Department Pulse Report – Patient Perspectives on American Health Care” report on June 23, 2009.  This report is a compilation of the experiences of nearly 1.4 million patients in 1,725 hospitals nationwide between January 1 and December 31, 2008.  Press Ganey is reporting that “patient satisfaction rose in 2008, continuing a five-year trend of improvement”. 

Included in the report is a table that shows the top ten metropolitan areas with the highest mean scores.  Press Ganey states that these areas are “setting a new standard for excellence”.  According to the report, the Miami/Fort Lauderdale/Pompano Beach FL area has the highest overall mean score at 84.8.  This means that 84.8 percent of the emergency department patients in that area rated their overall care as “Very Good”.

Where does the Emergency Room at Knoxville Hospital & Clincs rank?  89.3% of our patients rated their care as very good!!  Significantly higher than the highest metropolitan area in the country.  This high ranking shows that our patients report that their experience was better than 88% of Press Ganey’s 1,725 client hospitals or #207 out of 1,725!

While we are very thankful for the exceptional patient experience results from the outstanding care that our Emergency Department staff provides, we are continually working to improve our patient’s experiences and become the top ED in the country!

Click here for the full Press Ganey ED report…  http://www.pressganey.com/galleries/ED_Pulse_2009_files/2009_ED_Pulse_Report.pdf

The following are quotes taken directly from our patient satisfaction surveys.  This is the kind of care that we are proud to provide at KHC!

“Everything was first rate!  Our town and the people living here should be very proud of their hospital and clinic.  We are fortunate to have it!  Excellent care!”

“(I) definately recommend Natalie to others and have heard good comments from others about her care.”

“Came in from highway traveling for work.  Had rapid heartrate.  Able to stop with help from nurse.  Quick care given to get me back on the highway to meet flight in Des Moines.  Calls to house to check on status appreciated.  Was at work when calls were made.  No further problem.”

These comments mean so much to our hard-working staff, and are a testimony to their skill and dedication.  Way to go team!!

We received a great letter today from a former patient – this patient also submitted her letter to our local newspaper – The “Knoxville Journal Express”.  In the spirit of sharing what our patients are saying about us, below you can read what she wrote!  We would like to extend a warm thank you for her taking the time to write this!

June 15, 2009

Dear Editor:

My reasons for writing this letter are not one, but several.  My hope is ,that all that receive this paper, read this article.

In the early morning hours, (1:00A.M.), of May 3rd., 2009, I took very ill.  For various reasons, my heart decided to throw a fit!  It suddenly started beating so fast and hard, as it were coming out of my chest.  It was so out of control, my husband took my pulse, and could not count the beats, it was going so fast and skipping beats, it felt like a bowl of jelly being shaken violently.

My husband immediately said we were leaving for the ER.  Luckily we live 1 miles from the Knoxville Hospital.

As we arrived at the hospital, (ER), I stopped for only a brief second, as the words cleared my lips, that my hearts was in trouble, I was whisked to a treatment room, and had immediate and complete care.  I was hooked up to a monitor, and within moments, was given the necessary drugs to reduce this rapid heart pounding.  I was in this ER for 4 1/2 hours, to be stabilized before I was transported to Des Moines, Mercy Hospital.  The care I received in Knoxville Hospital ER was superior in every way, even far superior to the care I received the following 3 days in Mercy Hospital.  Not just the fact of administrating the correct drugs I so desperately needed, but their kindness and reassurance, that I also absolutely needed.  I kid you not, I was terrified.  No ER in the country could have been better in that way.  Their complete monitoring, knowledge of what drugs to give me, when to give it and how much, and their constant care, always with a positive attitude, and a smile, to reassure me that it would be all right, seemed at least one of them were with me at all times, during this very frightening experience.  I wish I could have gotten all the names, of the Nurses, Doctor, and Front Staff that helped me get through that terrifying night, but I only got one full name and it would be very unfair, as they all worked as a team, and they all deserve the credit.  We feel these people went much beyond, their so called “Call of Duty”, on their shift that night.

Since that night, I have been doctoring at Knoxville Clinic and have needed Lab work on a regular basis, and again I receive wonderful care from all.  I am so thankful we have such a group of Medical Professionals here in Knoxville.  Thank You!

So…., heads up everyone, the next time someone tells you negative things about Knoxville Hospital and Clinic or Knoxville Hospital ER is, please remember this letter, and remember that I feel that I owe this facility and their staff my life.

Sincerely,
Ruth Ann Wagner
Knoxville, Iowa

Many hospitals and healthcare organizations produce advertising and marketing campaigns encouraging people to “choose their hospital” for this reason or that reason.  These campaigns are most often PR or administrative quotes.  Perhaps it is just the cynic (realist) in me, but aren’t they paid to say and believe those things?

To me, the most geniune statements about why a person should choose one hospital over another or one healthcare organization over another comes from its patients and customers.

The leadership at KHC takes what our patients say about us very seriously – we have teams of folks dedicated to improving the patient experience at our facility and are constantly monitoring our patient survey responses.

Below you will see some quotes from just the surveys that were returned to us in the past two days.

• “Cris was excellent.  Dr. Dillon was very kind.  Constantly refer friends.”
• “Wheeled from lobby to treatment immediately.  “Jenny was awesome!  Staff was great!  They were caring, informative and had me back to breathing normally and on my way to the races!  Very scary day for me – but can’t say enough positive about the care i received!”
• As the wife of **** I was very happy for the care ***** was given while in emergency.  Thank you all.”
• “Friendly and courteous at front reception desk as well as helpful in scheduling future appts.  Physician very helpful in concern with my medical and over-all health.  Nursing staff excellent.  The overall practice and reallocation of staff have made a tremendous difference in the clinic.”
• “Excellent care in every respect.”
• “Wonderful nurses.  Food was very, very good.”
• “Great service.  I definitely will be returning!”
• “Technologist was very nice & knowledgeable.  Natalie R. is a great person & I think an seet to your clinic.  She will be my regular care giver in the future.”
• “I have recommended Becky McKay to all of my friends and family.  Because of Becky McKay and Ann Fee and how nice they are i have recommended Knoxville Hospital to family and friend

We would like to thank our patients for taking their valuable time completing our surveys and telling us how we did and what we could do better.  I would also invite you to post comments on our blog regarding your experiences at KHC.