I'm a new LPN currently on orientation at a fairly busy ER outside of Wash. DC. I work in Express Care "aka the Fast Track" which is where the lower acuity patients are seen (lacs, sutures, ankle sprains, etc).
I am tired of hearing how low our Press-Ganey scores are (we are averaging about 20% each week, while the Main ER is averaging in the 80's and higher). I don't understand, whats going on, why is the Main ER at such a higher level of patient satisfaction?
In Express Care, patients are usually in and out within the hour, sometimes within 15 minutes depending on the case. Orders are inputted into the computer, and carried out within 5-10 minutes of being written by the PA or MD, whereas on the Main ER, orders can sit there for quite some time since the nurse has 4 patients being admitted, one on a vent, another receiving blood (you get the idea).
Anyone have any ideas as to what I personally can do to increase the scores, or at least score some great feedback from patients? I always hear patients telling me how great the service is, how friendly everyone has been to us, and yet our scores are so low! The administration has gone as far as getting rid of 3 of the Express Care RN's and sending them out to other Departments in the hospital.
Here is a horrible paint drawing I made of our department, do you seen any design flows of the department itself?
Privacy is a HUGE issue, because even whispering at the nurses station can be heard by any room, unless they are lucky enough to have a door and its closed. Some of our rooms are just curtains only, 7 feet in front of the nurses station!!
Please give me some advice, I really am tired of trying to be a good nurse, and getting GREAT feedback from my patients, then being told by Administration that we are not doing something right because our survey scores are low.