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Mount St. Mary's Hospital & Health Center

Focus on Patient Satisfaction

Improved patient satisfaction positively affects patient volume, advances a hospital’s reputation and ultimately enhances a hospital’s bottom line. Mount St. Mary’s Hospital in Lewiston, New York, had average patient satisfaction scores of 3.5/4.0 prior to contracting with BEA. With BEA’s leadership and dedication to improving patient satisfaction, the average scores are now 3.9/4.0.

Dr. Lloyd Brown, Medical Director of Mount St. Mary’s ED, led the effort to improve patient satisfaction. Some of the programs he directed include:

• Implementation of point-of-care cardiac testing
• Implementation of a “Door to Doc” policy to reduce the number of patients returned to the waiting room by the triage nurse
• Implementation of “Code 450,” a hospital-wide initiative to accommodate admitted patients
• PACS implementation: Worked with radiologists to streamline a recent installation—experienced a decrease in call-back discrepancies within the first three months
• Creation of a “Fast Track” program to expedite throughput of non-urgent cases
• Implementation of “Bedside Registration” to decrease time to physician evaluation
• Aggressive Core Measures compliance resulting in 95% overall adherence
• Implementation of a BEA/Exigence Hospitalist program that has resulted in a very successful collaboration to transition patients from ER to floor and provides solid back-up for on-call PAs overnight

“We know that waiting patients are unhappy patients,” said Dr. Brown. “We’ve been able to work with departments and personnel throughout the hospital to reduce length of stay in the ED and improve overall customer service—and the results speak for themselves.”