Wednesday, October 3, 2012

Improving Patient Satisfaction Rates by Posting Wait Times

According to the solution titled: "Improving Patient Satisfaction by Posting Wait Times", 50% of the hospitals’ revenue begins with the ED. That being said, the following three hospitals implemented a solution in order to improve patient satisfaction rates:

  • Middlesex Hospital in Middletown, Connecticut
  • Middlesex Hospital Marlborough Medical Center in Marlborough, Connecticut
  • Middlesex Hospital Shoreline Medical Center in Essex, Connecticut
The Goal and Results of the Solution were as follows:
  • To determine if different factors influence what Emergency Room patients went to as well as make patient volume more manageable in the process
  • The Hospital utilized a simple way to posting wait times from the ER every 5 minutes on their website
  • Results of the solution led to:
    • Better patient quality
    • Left-without-being-seen rates decreased
    • Higher satisfaction scores on the Press Ganey scale
    • Middlesex Hospital Marlborough Emergency Department was ranked #1 in the state
    • Middlesex Hospital Shoreline Emergency Departmentt was ranked #2 in the state

To download the full solution, please click the following link: Improving Patient Satisfaction By Posting Wait Times

For additional billing and coding resources, please click the following link: Medical Reimbursement, Inc. Resources

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