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Montefiore's Weiler Emergency Department Recognized With National Patient Satisfaction Award
Montefiore Medical Center's Weiler Division Emergency Department (ED) has been awarded the prestigious 2005 Compass Award recognizing improvement in patient satisfaction. Montefiore was one of two hospitals recognized out of 580 participating EDs that treat 30,000 or more patients annually.
Press Ganey Associates is a national firm and leader in health care improvement and patient satisfaction measurement and gives the award.
"We keep patients happy and comfortable, and they are seen quickly by board-certified emergency department physicians," said Peter Semczuk, vice president of clinical services at Montefiore. "We have transformed our EDs into models of emergency care where patients and families tell us they are well treated and well cared for."
The American Hospital Association ranked Montefiore Medical Center's three emergency departments the seventh busiest in the nation, seeing a record 180,000 patients this past year. In 2000, the Weiler Division registered 38,100 patients. In 2005 the number of projected ED visits is 53,000.
"We have adopted a new five-track ED system that dramatically cuts down waiting times, allowing patients with minor ailments to be seen in a separate Fast-Track ED area with its own medical staff," Semczuk said.
"To make patients more comfortable in our EDs, we have also adopted a range of new initiatives to provide more personal TLC," he said. "For example, doctors prop up patients with pillows and nurses roll out a beverage cart for waiting patients and families and bring them hot meals at lunch and diner."
"All staff members greet patients with their names and describe their occupation and duties so patients and their families know who we are," Semczuk said. "As a result, patient satisfaction is at an all-time high."
The TLC doesn't stop in the ED. Montefiore also has initiated a patient call-back program to see how patients are doing once they are back at home.
Mel Hall, PhD, president of Press Ganey said that the award acknowledges organizations that demonstrate a commitment to using patient satisfaction data to improve the quality of healthcare. "We congratulate Montefiore for making the organizational changes that have produced these impressive results."
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Program Director, Residency Training Program, Assistant Professor, Radiation Oncology
Radiation Oncology
Being diagnosed with cancer is terribly frightening and the treatment can be very tough. Our department works together to get patients through it with as much ease and comfort as possible.
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