Improved Patient Satisfaction Through Increased Data Transparency

An arm of Emory University, Emory Healthcare is the largest and most comprehensive health system in the entire state of Georgia. Emory Healthcare operates across 3 hospitals and more than 20 health centers located throughout Metro Atlanta, Georgia.

Challenge

In 2004, in order to drive improvements in patient satisfaction, Emory Healthcare committed to provide increased levels of transparency of data sources to its staff. In the process, Emory wanted to capture data from multiple source systems within one source while being able to compare and contrast data from multiple systems. Emory hypothesized that, by allowing all levels of staff access to the same information, the transparency of data would instigate quantifiable changes in key areas related to patient satisfaction.

Process

In an effort to more effectively measure individual performance and improve patient satisfaction scores, Emory Healthcare implemented Mediware's InSight™. After incorporating patient satisfaction benchmarks established through Press Ganey with InSight™, Emory Healthcare was able to provide accurate, timely and identical data to all levels of the organization that could help drive overall patient satisfaction.

Solution

Through allowing data to be streamed through a single source, Emory provided it's staff with unprecedented access to transparent information. As a result, multiple areas associated with patient satisfaction began to see improvements in their Press-Ganey scores. One example, food services, yielded a 4 point increase in the score. Patient wait times at Emory Clinics also dropped - also increasing the score by nearly 4 points. During the same period, Emory experienced another one-point increase in their score for Patients Likelihood To Recommend Services To Others.

Result

Emory Healthcare increased their overall Press Ganey score by 2 points within 24 month, by incorporating patient satisfaction benchmarks established through Press Ganey with InSight™. In addition, individual measures of patient satisfaction, patient wait times, likelihood to recommend services and food service scores all improved.

In 2007, Emory Healthcare was ranked by US News & World Report as one of America's Best Hospitals - with seven specialty areas ranking in the top 50 nationwide.