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Paoli Hospital's Emergency Department Earns High Honors for Patient Satisfaction

Tuesday, January 01, 2013

The Emergency Department (ED) at Paoli Hospital, Main Line Health, was recently ranked as one of the best in patient satisfaction among hospitals nationwide, according to Press Ganey Associates, Inc., a leading independent firm measuring satisfaction and improvement in health care.

"This achievement reflects our ability to provide extraordinary care with service excellence to each patient, every day,” said Paoli Hospital ED Nurse Manager Rosemary Wurster, RN. “Whether it’s the early morning on a weekend or one of our very busy times during the week, our staff works diligently—often under challenging circumstances—to treat patients as they would want their own family members to be treated.”  

Paoli Hospital’s ED scored 99 out of a possible 100 percent in the survey’s overall performance, placing it in the top one percent of hospitals of similar size surveyed in the United States. Press Ganey calculates its rankings through comprehensive surveys that are randomly administered after discharge to ED patients. Patients evaluated Paoli Hospital on a number of factors such as wait time, courtesy of staff, employees’ responsiveness and attention to details, cleanliness of facility, provision of privacy, and more.

“Ultimately, we believe patient satisfaction is more than just delivering great health care, it also  involves responding to patient concerns, keeping them informed about any delays or what to expect, and ensuring that the patient feels like he or she was cared for as a person,” added Wurster. 

In addition to the Press Ganey results, Paoli Hospital was also one of 20 recipients nationwide—and the only in the Philadelphia area—to receive the Emergency Nurses Association “Lantern Award” for exemplary ED care, and for exceptional and innovative leadership, education, advocacy and research. According to the Emergency Nurses Association, the Lantern Award was designed to recognize those EDs whose commitment to excellence truly exceeds normal practice.

The ED also played a key role in Paoli Hospital receiving Chest Pain Center Accreditation from the Society of Chest Pain Centers (SCPC). Hospitals that have received SCPC accreditation have achieved a higher level of expertise in dealing with patients who arrive with symptoms of a heart attack. 

Located within the Pavilion, the ED features 28 private patient rooms and four triage rooms and is equipped to handle any minor to serious, life-threatening injury or illness. There are multiple waiting areas, including a dedicated space for children, and private consultation rooms for family and staff. Convenient access to advanced imaging equipment, such as CT scan, x-ray, and MRI, a point-of-care lab and satellite pharmacy allows staff to receive study results and medications quickly. In addition, the ED includes The Paoli Hospital Regional Trauma Center, which is the only Level II trauma facility in Chester County.

About Paoli Hospital

Paoli Hospital, a member of Main Line Health, is a 231-bed, not-for-profit acute care hospital and Level II Regional Trauma Center with outpatient facilities in Exton and Collegeville. In 2012, Paoli Hospital was named for the fourth time among the nation’s 100 Top Hospitals® by Truven Health Analytics. It was one of only 20 medium-sized community hospitals nationwide and the only hospital in Pennsylvania to make the list in this category. Paoli was named among US News & World Report’s Best Hospitals for the Philadelphia metro area for excellence in four specialties including gastroenterology and GI surgery, geriatrics, orthopedics, and urology and is a multi-year recipient of the Premier “Award for Quality” for providing outstanding patient care and maintaining operational efficiency. Paoli is one of only three percent of hospitals nationwide to earn Magnet® Designation twice for its superior nursing staff. For more information about Paoli Hospital, visit mainlinehealth.org/paoli.

Contact
Bridget Therriault
Director, Communications
Office: 484-580-1025
Cell: 484-222-9154
therriaultb@mlhs.org

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