Megan Goger arrived at The Emergency Department at Saint Barnabas in a great deal of pain. She and her father were greeted by a member of the Corporate Security staff who immediately found a wheelchair for Ms. Goger. The staff member stayed with the family until they had been checked in. Later that day, the security guard returned to check on Ms. Goger and see if the family needed any further assistance.

Throughout her stay, both in the Emergency Department and on a hospital unit, Ms. Goger was frequently visited by nurses and her patient representative. Each of them checked to see if she was comfortable and pain-free, and if she needed anything. “Everyone I came in contact with made me feel comfortable and did whatever they could to ease my pain,” Ms. Goger related in a letter to Ronald J. Del Mauro, President and CEO of the Saint Barnabas Health Care System. “I am very thankful to the people of Saint Barnabas for their kindness and grateful that in such a stressful time I was surrounded by so many caring individuals. I can’t say enough about the wonderful people of Saint Barnabas.”

Patient Satisfaction Initiatives
The Department of Patient Relations/Patient Satisfaction was created as part of the Saint Barnabas Health Care System’s commitment to achieving the highest levels of patient satisfaction. All health care team members are patient advocates. Patient Representatives enhance the advocate role, especially in the areas of patient communication and patient rights. The goal of the department is to create an atmosphere where patients feel comfortable sharing their concerns and questions during their hospital stay and after.

"Patient-centered care makes the hospital experience the best it can be," says Barbara Gorlick, Director of Patient Satisfaction. "We are very sensitive to the fact that hospitalization is a tremendously stressful event for the patient and family. Even little things make a big difference.

Patients need to feel that staff members are concerned not only with the physical aspects of the patient care but also the emotional aspects as well."

Ms. Gorlick says that research and "our experience" has shown that there are several key areas that affect a patient’s perspective on his or her care.

Overall, patients appreciate:

Patient Representatives serve as a resource regarding each patient’s right to effective communication. They ensure that special needs are met, such as assistance for the deaf or hearing impaired. They also coordinate a telephone language interpreter service (Cyraphone), which is available for those with limited English proficiency.

As advocates, patient representatives inform patients and staff about the importance of filling out an Advanced Directive (Living Will). This form is available in the hospital and does not require an attorney. It requires reflection on what a patient would or would not want in terms of health care services in the event that he/she was unable to make those decisions.

Patient representatives assist patients and families with any questions that may arise during their hospital stay. They also work closely with medical and departmental staff to update patients on their care and to provide ongoing education about programs that promote a quality patient experience. Ms. Gorlick says that communication is the “heart and soul” of patient-centered care.

“It is a very rewarding role,” says Ann Freeman, Patient Representative. “We take pride in turning negatives into positives. There is no better feeling.”

Listening to Patients

Without patient input, a hospital cannot assess which areas of care need to be strengthened and which areas are successfully meeting patient’s needs. To this end, Saint Barnabas sends surveys to all patients upon their return home. The written surveys are distributed by Press Ganey Associates, Inc. the health care industry’s largest national patient satisfaction survey company.

From the surveys, hospital staff can develop performance improvement strategies. Any issue raised is given the full focus of the hospital’s teams. Each department must create improvement plans to address areas of focus. While at the hospital, patients are urged to express their concerns. They are encouraged to communicate first with their health care provider, such as a
physician, nurse or social worker. Patient Representatives are also an important resource. While at the hospital, patients are given a brochure for the “Speak Up” program, sponsored by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO). The program encourages patients to get involved in their care and to help the healthcare staff create an open, receptive environment.

“How well we work as a team impacts patients,” says Ms. Gorlick. “We must constantly ask ourselves how our processes can be improved.”

One example of an improvement that was created based on survey results is the position of Lobby Ambassador. To reduce confusion at the time of patient discharge, a Lobby Ambassador is now available to direct and assist patients and families during the period of highest patient volume.

Patients who praise staff members or particular units in their surveys and letters can be assured that those comments make a difference. A monthly newsletter is circulated that lists employees who were noted by patients for a job well done. Employees who are listed frequently also receive other special recognitions.

“Each employee has the power to make the hospital visit a good experience for each patient,” says Ms. Gorlick.

To reach the Patient Satisfaction Department, please call
(973) 322-5164.

Outstanding Care for Pizza Driver Who Survives
Near Fatal Car Crash

On Labor Day, 19-year-old Patrick Carr was returning from a pizza delivery when his car hydroplaned on the wet road. The vehicle slid into the other lane and Patrick’s driver side was smashed by another car that could not stop in time. Patrick was hit in the chest –– the force of the accident reduced the driver’s side by two thirds and threw him into the passenger’s seat. He required cardiac defibrillation seven times before arriving at The Emergency Department at Saint Barnabas.

“We are so grateful to everyone at Saint Barnabas for saving him,” says Kathleen Carr, Patrick’s mother. “I can’t say enough about the staff.” Physicians and hospital staff worked around the clock to save Patrick. After his condition was stabilized, Patrick was moved to the Intensive Care Unit. He developed pneumonia from aspirating into his lungs during the accident and was cared for in the ICU until the end of September.

Staff members from the Emergency Department, where his sister works as a technician, came almost daily to visit the family and Mrs. Carr remembers that she could not walk through the area without being stopped by concerned physicians and staff members.

She also warmly recalls the attention the family received from the staff of the ICU. “They said I could call them any time of day,” says Mrs. Carr. “They knew that I was especially worried about him at night.”

Today, almost a year later, Patrick has returned to his job at the pizzeria, although he does not deliver pizzas anymore. His remarkable recovery left him with no residual health complications. After seeing the remains of the car, Patrick is amazed that he is still alive. He returned a month after release to Saint Barnabas to visit those who cared for him and to thank them for saving his life.

“When I went back I looked like a different person.” says Patrick. “Everyone was really nice to me and came over to say “hi.” It was great to see them again.”