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 Regional Trauma Center with outpatient facilities in Exton and Collegeville. Paoli has been ranked among the top 10 hospitals in the Philadelphia Metro area by U.S. News & World Report’s Best Hospitals 2016–2017, and was ranked as high performing in the following Common Core specialty areas: abdominal aortic aneurysm repair, COPD, colon cancer surgery, congestive heart failure, hip replacement, knee replacement and lung cancer surgery. Paoli is a multi-year recipient of the Premier Award for Quality and Truven Health Analytics’ 100 Top Hospitals® for providing superior patient care, and has earned Magnet® designation for the third time for its superior nursing staff.

Bridget Therriault
Director, Communications
Office: 484.580.1025
Cell: 484.222.9154

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