New Insights for Improving the ED Patient Experience
Webinar Available On-Demand
Recorded Wednesday, January 30

As the unintentional front door to a hospital or health system, the emergency department environment can create additional patient stress, uncertainty and pressure that negatively affects the care experience. This makes it challenging to overcome patients’ first impressions in other encounters they have across the health care continuum. New innovations in ED patient feedback measurement and analytics are providing robust insights into ED patients’ needs and a better understanding of how to deliver improvements that address those needs.

The Centers for Medicare & Medicaid Services (CMS) continues to refine the ED patient experience of care survey to help organizations improve the safety, quality and experience of care within the ED setting. Additionally, Press Ganey recently developed ED survey and reporting enhancements to provide deeper insights into improving the ED experience.

During the webinar, New Insights for Improving the ED Patient Experience, Press Ganey experts Hilary Dempsey, policy analyst, and Aimee Mungovan, director of product management, provided an overview of ED survey tools and reporting updates, including the following:
  • Developments in the CMS ED patient experience of care survey that are focused on patients who are discharged from the ED
  • Details about CMS's planned mode test, including eSurvey
  • New ED CAHPS reporting enhancements
  • How to connect with more ED patients via text surveys
  • Status update on developments in Press Ganey's ED Targeted Survey pilot