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)--The Emergency Department (ED) is a crucial entry point for many seeking medical care. However, recent data reveals significant disparities in the patient experience between those admitted directly to a hospital and those who enter care through the ED. Recognizing this critical issue,

)--急诊科（ED）是许多寻求医疗保健的人的关键切入点。然而，最近的数据显示，直接住院的患者与通过急诊室接受治疗的患者在患者体验上存在显着差异。认识到这一关键问题，

Press Ganey

加尼出版社

and

和

Compass One Healthcare

Compass One医疗保健

have collaborated on a new e-book focused on ways healthcare providers and systems can improve services and overall patient experience for those patients who begin their care journey in the ED, and the clinical caregivers who support them.

合作编写了一本新的电子书，重点介绍了医疗保健提供者和系统如何为那些在急诊室开始护理旅程的患者以及支持他们的临床护理人员改进服务和整体患者体验。

“Our latest e-book collaboration explores the profound impact of cleanliness and nutrition on the patient experience, highlighting innovative strategies that drive meaningful improvement,” said Marty Wright, Partner, Strategic Consulting, at Press Ganey. “By combining data-driven insights with hands-on expertise, we’re empowering healthcare support services teams as indispensable members of the patient care team, ultimately reshaping industry perspectives and practices.”.

Press Ganey战略咨询合伙人Marty Wright表示：“我们最新的电子书合作探索了清洁和营养对患者体验的深远影响，突出了推动有意义改进的创新策略。”。“通过将数据驱动的见解与实际操作的专业知识相结合，我们正在使医疗保健支持服务团队成为患者护理团队不可或缺的成员，最终重塑行业观点和实践。”。

'In today's hospitals, the ED serves as the primary entry point for many patients, significantly shaping their overall perception of the organization. Hospitals are currently facing unprecedented challenges, with skyrocketing ED admission rates and a growing gap in patient experience scores between ED admissions and direct admits,” said Dusty Deringer, PhD, Compass One’s Vice President of Experience.

“在今天的医院中，急诊室是许多患者的主要切入点，极大地塑造了他们对组织的整体认知。Compass One经验副总裁Dusty Deringer博士说：“医院目前面临前所未有的挑战，急诊入院率飙升，急诊入院与直接入院之间的患者体验分数差距越来越大。”。

“By leveraging the innovative strategies discussed in this e-book, such as enhancing environmental services and providing tiered menus and hot meals, hospital leaders can transform their EDs, close the experience gap, and drive meaningful, lasting improvements while remaining competitive.'.

“通过利用本电子书中讨论的创新策略，例如加强环境服务，提供分层菜单和热饭，医院领导者可以改变他们的急诊室，缩小经验差距，并在保持竞争力的同时推动有意义的持久改进。”。

The ED challenge:

ED挑战：

Research reveals a dramatic surge in ED admissions over the past five years, with some facilities reporting admission rates as high as 86%. This influx has exacerbated key pain points within the ED setting. Patients frequently endure prolonged wait times, sometimes exceeding 36 hours, while cleanliness scores drop in correlation with rising patient volumes, underscoring the operational strain.

研究显示，过去五年，教育署入学人数急剧增加，一些机构报告入学率高达86%。这种涌入加剧了ED环境中的关键痛点。。

Furthermore, a significant gap exists with patient experience scores for ED admissions, as they trail far behind direct admits by as much as 30 percentile points..

。。

Recommendations

建议

: Press Ganey and Compass One have identified several steps that should be taken to bridge gaps in patient care and improve experience scores in a new e-book titled, “

：Press Ganey和Compass One在一本名为“的新电子书中确定了应采取的几个步骤，以弥合患者护理方面的差距并提高经验分数

The front door of healthcare redefined.”

重新定义了医疗保健的大门。”

These best practices include:

这些最佳实践包括：

Enhancing Environmental Services in EDs.

加强EDs中的环境服务。

Patients associate cleanliness with safety and quality. ED cleanliness scores directly impact overall experience and the likelihood of recommending the hospital. Introducing new cleaning protocols, such as high-profile cleaning and public area focus, can significantly increase the ED’s perceived cleanliness and, by extension, patient satisfaction scores..

患者将清洁与安全和质量联系起来。ED清洁度评分直接影响整体体验和推荐医院的可能性。引入新的清洁方案，例如引人注目的清洁和公共区域聚焦，可以显着提高ED的感知清洁度，进而提高患者满意度得分。。

A health system in Texas saw a 6-point increase in patient experience scores after hiring a “room refresher” – EVS team members who interact with patients and their families to set expectations of EVS and who serve as the face of highly visible cleaning protocols.

德克萨斯州的一个卫生系统雇用了一名“房间进修人员”，即EVS团队成员，他们与患者及其家人互动，设定对EVS的期望，并作为高度可见的清洁协议的代言人，患者体验得分提高了6分。

Early pilots show a significant uplift in perceived cleanliness and experience after putting a few best practices into action. Facilities reported a 10% increase in patient experience scores, while nursing teams benefited from streamlined processes and reduced workloads.

早期飞行员在将一些最佳实践付诸行动后，在感知清洁度和体验方面显着提高。设施报告患者体验得分增加了10%，而护理团队则受益于简化的流程和减少的工作量。

Implementing Innovations in Food and Nutrition Services

实施食品和营养服务创新

: ED patients frequently receive cold, generic boxed meals, leading to dissatisfaction and a perception of neglect. To improve patient satisfaction, EDs should utilize ED-centric culinary solutions, such as tiered menus, and take advantage of equipment innovations. While tiered menus provide patients with customizable meal options that align with dietary needs and preferences, equipment innovations, such as hot holding cabinets and retherming technology, ensure meals are served at optimal temperatures..

：ED患者经常接受冷的普通盒饭，导致不满和忽视。为了提高患者满意度，急诊室应利用以急诊室为中心的烹饪解决方案，如分层菜单，并利用设备创新。虽然分层菜单为患者提供了符合饮食需求和偏好的可定制膳食选择，但设备创新（如保温柜和复温技术）可确保在最佳温度下用餐。。

At a health system in Charleston, South Carolina, a pilot program focused on upgraded after-hours meal options, including reheatable meals for patients admitted through the ED, was linked to a 16-point increase in Quality of Food scores and a 44-point increase in Courtesy of Server scores.

在南卡罗莱纳州查尔斯顿的一个卫生系统中，一个试点项目侧重于升级下班后的膳食选择，包括通过急诊室入院的患者的可再加热膳食，这与食物质量得分提高16分和礼貌服务器得分提高44分有关。

Leveraging Technology and Data.

利用技术和数据。

Integrating technology that provides real-time feedback improves efficiency and consistency in EDs. Technology such as QR code implementation helps streamline nurse-initiated service requests, while an automated inventory system enhances workflow and ensures consistency in service delivery. By leveraging predictive analytics, decision-makers can anticipate staffing needs and adjust operations, leading to improved efficiency and outcomes.

集成提供实时反馈的技术可提高急诊室的效率和一致性。QR码实施等技术有助于简化护士发起的服务请求，而自动化库存系统可增强工作流程并确保服务提供的一致性。通过利用预测分析，决策者可以预测人员需求并调整运营，从而提高效率和结果。

Regularly soliciting patient feedback on their ED experience is also an important way to inform strategy adjustments..

定期征求患者对其急诊经历的反馈也是告知策略调整的重要方式。。

To access the e-book,

要访问电子书，

click here.

单击此处。

You can also check out Press Ganey and Compass One’s other collaborative efforts like last year’s “

您还可以查看Press Ganey和Compass One的其他合作成果，如去年的”

Helping Nurses Heal e-Book

帮助护士治疗电子书

” and read more about their partnership

“并了解更多有关他们合作的信息

here

在这里

.

.

About Compass One Healthcare

关于Compass One Healthcare

About Press Ganey