MOUNT VERNON — The Emergency Department (ED) and the Birthing Center at Knox Community Hospital enjoyed extremely high satisfaction ratings for the last quarter of 2012. KCH uses Press Ganey, the industry leader in patient satisfaction, to conduct its survey process.
KCH is compared to the Press Ganey hospital database comprised of hospitals of all sizes across the United States. For the fourth quarter of 2012 (October through December) the ED was ranked in the 83rd percentile as compared to 1,647 hospital emergency departments across the nation; and the Birthing Center was ranked in the 98th percentile as compared to 1,393 hospitals nationally.
“It is extremely gratifying to know, while we are providing for the clinical healthcare needs of our patients, that their expectations for service are also being met and exceeded,” said Bruce White, CEO. He added, “Our employees and physicians work very hard to achieve the best possible outcomes. Receiving such high ratings directly from our patients, especially when compared to hundreds of hospitals across the country, is a testament to the dedication of the caregivers at Knox Community Hospital and something which can be of great comfort and assurance to our whole community.”
Some of the new and improved measures that led to this high ranking in the Emergency Department include the use of Whiteboards in the patient room to better communicate with patients and families. Improved internal communication between the ED and hospital departments has been a focus as well and adds to the efficiency of care.
The Birthing Center continues to do follow-up phone calls to everyone who delivers at KCH. Prenatal classes, lactation consulting and a personal visit to each new mom by the same nurse allows for a more personal connection, which is a factor in satisfaction with the OB unit.
Directors of both departments credit the efforts of their staff and their focus on customer service and great care with the improvement in the satisfaction scores.