THE “7 STEPS TO SUCCESS”

INCREASES PRESS GANEY SCORES

CHALLENGE
A 214 bed community hospital in New Jersey was struggling with poor
Press Ganey scores and public perception of the hospital’s Emergency
Department was an all time low. The percentile rankings for Overall,
Physician and Nursing were 76th percentile, 79th percentile and 77th
percentile respectively. The Medical Director was challenged with the
following goal: make patient satisfaction a priority in the Emergency
Department.

Overall Mean Scores SOLUTION

90 The Medical Director utilized a “7 Steps to Success Plan” to enhance
Press Ganey Scores. He started by creating a Service Excellence Team
85
comprised of those within the department who directly impact waiting
80 times. This team included representation from the ED staff physicians,
75 Nursing, Registration, Radiology, Lab and Housekeeping. In addition
70
the Medical Director sought out physician buy-in through education,
reviewing why the Press Ganey scores were so important to the hospital
65
2005/2006 2007/2008 as well as explained their questions on how Press Ganey completed
scoring. As the Press Ganey Champion, the Medical Director also took
steps to align physician behaviors through financial incentives and
recognition programs and aided the physicians and nursing staff in
Physician Mean Scores “Scripting”. Other pearls that were consistently reinforced with the
100 physician staff included:
80
• Introduce yourself to the patient
60
• Recognize your staff publically, let the patient know they have the
40 “best nurse” taking care of them
20 • Be visible in the unit by rounding on patients while waiting for test
results
0
2005/2006 2007/2008 • Make the difference in patient comfort with blankets, pillows, and
snacks, when appropriate

Nursing Mean Scores

RESULTS
82 The Seven Steps to Success resulted in phenomenal improvement in less
81
than a year as reflected in their 2007-2008 Press Ganey rankings.
80
79
78 • Overall Mean Score = 89th Percentile from 76th Percentile
77 • Physician Mean Score = 97th Percentile from 79th Percentile
•
76
75
Nursing Mean Score = 82nd Percentile from 77th Percentile
74
2005/2006 2007/2008

800.527.2145
www.emcare.com