Survey ranks Camden Clark’s emergency patient satisfaction in top 10 percent nationally

Published: Oct. 16, 2020 at 3:52 PM EDT
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PARKERSBURG, W.Va. (WTAP) - A survey has ranked the emergency department at WVU Medicine Camden Clark in the top ten percent nationally in terms of customer satisfaction for the month of July.

The Press Ganey Patient Experience Survey, developed by the company Qualtrics, is frequently given to patients by hospitals around the country after their care has been completed. It asks questions regarding the patient’s arrival, wait time, service provided by nurses and doctors, treatment of family members, cleanliness of facilities, and more. The data is aggregated to provide an overall rating.

Each month, the company analyzes the date from the surveys, compiles the results, and sends them back to the hospitals once complete.

“I think it gives [staff] a sense of accomplishment. It lets them know that their patients think they’re doing a great job. I think it allows them to have that positive feedback,” said Susan Abdella, director of emergency services.

Abdella said that this kind of positive news is particularly significant for hospital staff during the ongoing COVID-19 pandemic, as many medical professionals have been under additional stress.

“You don’t always hear the positive things at the staff level, so we want to make sure that they’re hearing that they are doing a good job  in the midst of the crisis that we’ve been having, that they’re still making a difference...It lets them know that they’re making the right decisions and that their work is valued,” Abdella said.

Abdella noted that medical professionals have often been tasked with additional duties during the pandemic, such as calling to update family members who are unable to visit their loved ones in person.

“We’re all working really hard to make a difference for every patient here in the community,” Abdella said.

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