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Patient satisfaction with Massena hospital emergency room services below goal, but on the rise

Posted 1/31/17

By ANDY GARDNER MASSENA -- Patient satisfaction at Massena Memorial Hospital is well below the CEO’s goal, but their satisfaction with emergency room services improved by leaps and bounds over last …

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Patient satisfaction with Massena hospital emergency room services below goal, but on the rise

Posted

By ANDY GARDNER

MASSENA -- Patient satisfaction at Massena Memorial Hospital is well below the CEO’s goal, but their satisfaction with emergency room services improved by leaps and bounds over last year.

After an admission or emergency room visit, patients are mailed a survey where they are asked to rate the hospital on a scale of 1 to 10.

Only scores of 9 or 10 are counted in their survey, which gives them a percentile ranking.

MMH CEO Bob Wolleben’s goal is the 50th percentile. They finished 2015 and 2016 in the 15th, which is up slightly from the 13th percentile in the third quarter of 2016.

“We did not make dramatic improvement,” Wolleben said.

Wolleben’s presentation at the Jan. 20 Board of Managers meeting showed MMH improved in most survey domain areas.

“Seven of 10 domains areas … communication, pain management, instructions on discharge … we improved our performance on,” Wolleben said. “We continue to work on this. I know in 2017 we will see this move more substantially.”

Their emergency room patient satisfaction also finished below expectations, but far ahead of 2015.

Patients are asked their likelihood of recommending the MMH emergency department, with only a 9 or 10 counted.

They finished 2016 in the 62nd percentile, behind their goal of the 80th but ahead of 2015, when they ranked in the eighth.

“We’ve talked about all the things we’ve done in the ER and it’s shown … there’s good news on a lot of fronts here,” Wolleben said. “We’ve set pretty lofty goals and we’re gradually getting there … there’s no one magic bullet.”