ER Achieves National Recognition
HealthReach, Fall 2013 | Page 3
Great teamwork among all Emergency Department staff—physicians, nurses, managers, technicians, mid-level providers and unit secretaries—led to Virginia Hospital Center’s national designation as an Emergency Center of Excellence.
Virginia Hospital Center has been recognized as an Emergency Center of Excellence, a national designation that has only been awarded to eight hospitals in the nation.
“Virginia Hospital Center’s Emergency Department does a fantastic job,” said Dr. Mark Reiter, CEO of Emergency Excellence, the Emergency Department benchmarking organization that developed and presents the award.
“Physician-nurse relationships are extremely good, which translates into excellent patient care. Patients move through the department quickly with minimal waiting time. The Virginia Hospital Center Emergency Department’s overall performance is best-in-class.”
Court Curneen, RN, Associate Vice President of Patient Care Services at Virginia Hospital Center, said that the award is the direct result of having “the best people working together to ensure that our ER patients receive outstanding individualized care. This was a team effort. Our staff are never satisfied and want to continually improve. They want to be the best.”
Eligibility for the Emergency Center of Excellence designation is based on the results of more than 100 key performance indicators linked to seven pillars of excellence —safety, satisfaction, space, staff, support, systems and solvency.
One of the benchmarks that emergency departments are measured upon for the designation is the amount of time that patients wait to see a doctor after arrival. Nationally, the average wait time to see a doctor is 45 minutes. Virginia Hospital Center, which sees more than 60,000 patients a year in its Emergency Department, places patients into an Emergency Department room, on average, within five minutes of arrival. They see a physician within 21 minutes of arrival, on average.
Patient satisfaction is another pillar of excellence on which hospitals are measured for the award. At Virginia Hospital Center, patient satisfaction for the Emergency Department is consistently above the 95th percentile.
Every discharged Emergency Department patient is called the next day to evaluate for any developing medical issues or patient care concerns. “It is unusual for a hospital to call back 100 percent of patients seen in the Emergency Department,” Curneen said. “We talk to them about three things: their experience, whether their medical condition is improving or not, and if they understand their discharge instructions. If their answer to any of these is less than completely satisfactory, then we follow up with a phone call from the Emergency Department leadership.”
Being an Emergency Center of Excellence gives patients coming to Virginia Hospital Center’s Emergency Department reassurance that when they need it most, they will receive exceptional care that’s delivered promptly and with professionalism and compassion.
WHY OUR ER IS EXCELLENT