Delivering Great Patient Experiences

Patient-centered care delivery is the key that offers significant market differentiation among competing hospitals. EPMG believes that the emergency department is the front door to the hospital. The first impression the patient develops about the hospital has much to do with their experience in the emergency department. This leads to the overall patient experience and is a critical element to shaping the patients opinion about the medical center. EPMG offers a unique set of services designed to create a great patient experience.

The patient experience begins with the ability to measure and improve work processes with the goal of creating a great experience. This is the cornerstone of our quality improvement programs with a focus on:

• Patient satisfaction
• Monitoring and measurement of core clinical indicators
• Performance measures (i.e. wait times, left without being seen, door to admission)
• Customer service training designed to meet customer needs and expectations

EPMG is a very strong believer in the importance of a high level of emergency department patient satisfaction. Many of our facilities use Press Ganey or other programs such as Picker/NRC, Gallup, etc. Our familiarity with these survey systems lends to our ability to analyze and improve the scores. Using a team approach to improve process not only contributes toward creating an excellent patient experience but also builds a sense of ownership within the emergency department.

Patients and their families are at the core of our service delivery model and are the meaning behind our tag line: "Providing the Heart and Hands of Emergency Medicine". Our core values of honesty, quality, fairness, accountability, and discipline in all of our daily interactions, whether it is with patients, families, client hospitals, non-clinical staff, or each other, combined with our hospital partner's values and philosophies results in dedication and excellent service to the patients we collectively serve.