Patient satisfaction with hospital emergency departments is strongest in Miami, Hartford, Conn., and Indianapolis found healthcare consulting firm Press Ganey Associates in its annual ED patient satisfaction survey.
The nationwide survey gauged the experiences of more than 1.6 million patients treated at 1,908 hospitals from Jan. 1 to Dec. 31, 2010.
One important lesson hospitals can draw from the report is that patient satisfaction with the ED experience has a direct correlation to a hospital’s bottom line.
“Satisfaction is a part of good patient communication and good patient flow in the hospital,” said Christy Dempsey, senior vice president for clinical and operational consulting services at Press Ganey. “When you look at patient flow, patients who left without being seen or without being treated for whatever reason, usually because of the wait, have a financial impact on a hospital. These are not necessarily non-paying patients. When you reduce rates of patients leaving, there is a direct financial effect.”
[See also: HealthGrades lists top 10 cities for emergency medical care]
Another key finding from the survey is that regardless of what metro area they are in, patients placed the highest priority on being kept informed about emergency department delays. This was given a greater emphasis than how well their pain was controlled or the overall ratings of care received.
"Patients would, of course, prefer a more efficient process," said Deirdre Mylod, vice president of hospital services at Press Ganey, in a press release. "But good communication helps them understand the processes within the emergency department environment and shows them that staff has not forgotten them.”
In addition to improved communications, hospitals can also evaluate how inefficient patient flow throughout the hospital can lead to delays and lower satisfaction levels in the emergency department.
"Patient flow bottlenecks have a profound impact on a hospital's quality of care," added Mylod. "By examining and changing the patient flow process, including changing operating room schedules, hospitals can ultimately avoid overcrowding, diversions and boarding in the emergency department."
According to Dempsey, although the ED is seen as the place in the hospital where bottlenecks occur, the real problem could be with patient flow in an inpatient department. The ED often boards patients who are waiting for a bed to become available elsewhere.
“This highlights the fact that the emergency department is not an island. You have to look at it from an enterprise-wide perspective,” said Dempsey. “It’s difficult to satisfy a patient who is waiting hours and hours for a bed. Communication about delays is critical, but even more critical is getting rid of those delays.”
Top 10 hospitals in major metro areas (population of at least one million):
| Rank | Score |
| 1. Miami-Ft. Lauderdale | 87.0 |
| 2. Hartford, Conn. | 86.8 |
| 3. Indianapolis | 86.5 |
| 4. Columbus, Ohio | 86.4 |
| 5. Milwaukee | 86.2 |
| 6. New Orleans | 85.6 |
| 6. Boston | 85.6 |
| 6. Philadelphia | 85.6 |
| 9. Detroit | 85.3 |
| 10. Chicago | 85.2 |
Top 10 hospitals in smaller metro areas (population less than 1 million):
| 1. Wichita, Kan. | 88.2 |
| 2. Madison, Wis. | 87.4 |
| 3. Grand Rapids, Mich. | 86.8 |
| 4. Greenville, S.C. | 86.4 |
| 5. Honolulu, Hawaii | 86.2 |
| 6. Allentown-Bethlehem, Pa. | 85.8 |
| 6. Dayton, Ohio | 85.8 |
| 8. Toledo, Ohio | 85.7 |
| 8. Stamford-Norwalk, Conn. | 85.7 |
| 10. Baton Rouge, La. | 85.6 |