What ER+ means to our community

Published 9:13 am Friday, June 19, 2009

Over the past, the people of our community have heard us talk about ER+. You have seen the ER+ logo in the emergency room at Southampton Memorial, on the signage outside our Emergency Department entrance and in our community educational materials. I would like to take this opportunity to inform the Franklin-Southampton community about the ER+ promise, what it means to us, and more importantly, what it means to you.

The ER+ logo on a brochure or newspaper ad is more than just an “eye-catching” symbol. ER+ represents a promise we make to our patients and their families.

The ER+ promise assures you that 24 hours a day, seven days a week, you will find qualified physicians who take the time to listen to what you have to say. You will be greeted warmly by nurses who are truly compassionate and a registration staff that understands that people come before paperwork.

The ER+ promise means the lowest possible wait times for our patients, a thorough and proper examination, and a treatment plan that you can understand and believe in. It represents a commitment to providing quality service by meeting the needs of our patients with kindness, respect, courtesy and friendliness. It is our goal at Southampton Memorial Hospital to not only meet our patients’ needs, but to exceed the expectations of the people in the community we serve.

What a Patient Can Expect from ER+

Patients are the most important people in our business, and the hospital experience should be one of care, concern and attention to your emotional and physical needs. You should always be treated with respect and addressed by name. These are the core principals of the ER+ program. Additionally, you can expect:

Physicians who listen, examine you carefully and prescribe a treatment plan that you can understand.

Nurses, registration and admitting staff who listen to you and your family, making you feel as comfortable as possible.

Treatment and relief should come within a reasonable period, especially if you are uncomfortable.

An Emergency Department staff that communicates with you and your family or friends in the waiting room regularly regarding possible wait times. Your family and friends will be able to visit you in the Emergency Department at the appropriate time.

An Emergency Department staff that knows and respects your rights as a patient, including your right to privacy.

No language barriers to your care.

Tracking Success

A very important part of the ER+ promise is the follow-up that is done to help ensure that we are meeting the desired standard of service for our patients. Each individual patient’s visit is tracked based upon the length of their visit and the timeliness of their receipt of care and service. Over time, this has enabled us to become more efficient at every level. Improvements have been made in the time it takes to be seen by our medical staff after triage, and lab work is being done with decreased wait times for our patients.

Because of the nature of our business, there will always be times when waiting is unavoidable. It is our pledge to keep you informed throughout your visit and to deliver quality service in the timeliest manner possible.

Patient Satisfaction Scores

Another very important part of the ER+ program is our patient surveys. A percentage of our patients will receive a follow-up telephone call survey from our independent surveying company with whom we have contracted. The information you provide is taken very seriously. It is used as a barometer for how we are doing and where we may need to make some improvements. Your comments are valuable to us, and we urge you to take the time and complete the phone survey.

Additionally, we encourage patients and families to call my office personally when they identify opportunities for improvement. Your comments will be welcomed and receive the attention, and when appropriate, corrective action they require.

The ER+ Promise Throughout the Hospital

At Southampton Memorial Hospital, we promise more than quality clinical care, we also promise a healing environment that provides comfort and concern for patients and their families from the moment they enter the hospital to the moment they leave. While care and treatment often begin in the Emergency Room, each staff member at Southampton Memorial Hospital contributes to creating a healing environment. In every department of our hospital, the ER+ promise is being practiced by staff members who are committed to the quality of our patients’ experience of care.

Thank you for taking the time to read about our ER+ promise. It is a very important part of our service to the Franklin-Southampton community.