Innovation Spotlight: New York Hospitals Are Improving Health, Enhancing Quality, and Reducing Costs.

Erie County Medical Center Increases Patient Satisfaction

The initiatives at Erie County Medical Center (ECMC) and their commitment to quality are yielding excellent results in terms of satisfaction of patients and their families. The challenge of raising patient satisfaction scores in an inner city safety net hospital has been formidable. ECMC accepted that challenge by instituting and tackling the deficits head-on.

Their "boots on the floor" initiative began by hiring five full-time Patient Advocates to provide concierge services for patients within the hospital. The scope of this initiative expanded from "every patient, every time" to "every person, every time" to include the patient's support system in an effort to further reduce readmission rates.

ECMC also hired a Chief Engagement Officer and instituted Executive Rounding to increase the interaction between leadership and patients, families, and hospital teams to determine where improvements can be made. The results of these efforts include higher patient satisfaction scores across all disciplines, and more outpatient and support services for people in their community.

bg