Overall Quality of Emergency Care
Why is this important?
A patient's rating of the quality of care they received tells us how they judge their overall experience. Patients having a very good or excellent experience are more likely to recommend us to their family and friends. Those who have a less than very good experience are more likely to discourage others from using our services in the future.
At WellSpan, we strive to provide each and every patient with an exceptional experience, each time, every day. Our approach to achieving the exceptional experience for our patients is to focus on our environments, processes and most importantly how we behave and respond to our patients' needs.
A patient's rating of a hospital tells us how they judge their overall experience with us. Patients who have an exceptional experience are more likely to recommend WellSpan to their family and friends. Those who have a good experience might recommend us and those who have a less than satisfactory experience are more likely to discourage others from using WellSpan’s services in the future.
How WellSpan Compares
Patients who are treated in our emergency departments are asked to rate the overall quality of care they received using a scale that ranges from “Excellent” to “Poor.” The graph below shows the percentage of patients who responded with ratings of “Excellent”, “Very Good”, and "Good."
Gettysburg Hospital: 32% "Excellent"; 39% "Very Good"; 20% Good
York Hospital: 25% "Excellent"; 35% "Very Good"; 27% Good
Unit of Measurement:
Percentage
A higher score is better than a lower score.
What we are doing to improve our performance.
At the York Hospital Emergency Department, we are working hard to improve our processes for emergency care delivery. This includes redesigning the triage process to ensure that all ambulatory patients are seen in a timely fashion, enhancing our laboratory and imaging (X-ray) services, and with the opening of the new patient care tower on the York Hospital campus, improving hospital flow for patients who are admitted.
At Gettysburg Hospital, we are working on re-designing our processes from the time patients enter the Emergency Department to the time they are transferred to the next level of care or discharged. The Gettysburg Hospital Emergency Department will undergo a minor renovation project in the triage area that will enhance patient flow through the triage process. In addition, we are collaborating with laboratory services to expedite laboratory testing which will decrease the patient's time in the Emergency Department. Our goal is that all patients are seen and treated in a timely manner
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Environments of Care
WellSpan is committed to developing care facilities that are easily accessible and include elements that matter most to patients. The exceptional patient care environments will be safe, clean, comfortable and designed to protect privacy and put our patients and visitors at ease.
Processes
WellSpan is committed to designing operational and clinical processes that are coordinated, efficient and make care convenient for our customers.
People who serve our customers
Continuous learning and skill development regarding service and patient-centered care are essential for improvement. Staff and physicians are learning about communication skills that convey respect, help to put our patients at ease and show we care.