CEO Newsletter

June 22, 2009

Dear Colleague:  In this issue: Resources for improving emergency department; tips for avoiding costly audits by Medicare contractors; and improving the hospital’s image in the community. Plus, my blog!

Richard B. Siegrist, Jr.,
President and CEO


Wait Times Down, Satisfaction Up. Press Ganey’s 2009 Emergency Department Pulse Report finds that patient satisfaction with EDs rose significantly last year while wait times fell slightly. Patients were happier with their experiences with clinical tests and the collection of personal/insurance information, but also report that EDs need to improve the arrival process and handle personal issues better. Press Ganey has put together a new website that includes improvement solutions for hospital administrators looking to improve patients’ experiences in their EDs. Read the full article and the Pulse Report.

Counterintuitive Truths about the ED. The solutions to long wait times in the ED are many, but we have to start by addressing the multiple bottlenecks in the care pipeline that affect the ED. Specifically, that means quantifying how the lack of available routine and ICU beds on certain days of the week; peaks and valleys in elective surgical demand; and lack of efficiencies in radiology, lab, and other support services all work to produce bottlenecks in the ED. See my blog for much more.

The Auditor Cometh. After recovering more than $1 billion in improper Medicare payments in a three-year demonstration project, the Centers for Medicare and Medicaid Services is moving full-steam ahead with plans to roll out Recovery Audit Contractor automated reviews nationwide in late June or July. To reduce the chance of recovery audits, Press Ganey recommends that clients review their documentation, coding, and billing processes and establish strong internal controls. Read the full article.

A New Approach to Community Image. Many health care providers conduct surveys of their community image to learn how they stand up against the competition on a series of attributes. Often, the provider is left wondering which attributes the community really values. With that need in mind, Press Ganey is set to launch Community Image Solution™, a comprehensive tool that measures an organization’s image, captures community values, and culminates in a strategic marketing blueprint. For more, see this.