91% of Patients Who Visit the Emergency Department Would Refer Our Services

The Emergency Department at Northridge Medical Center recently began a computer
survey program for patients. “Patient satisfaction is very important to us, and we are now
able to capture anonymous patient comments through the Client IQ program,” explains
Emergency Department Director, Selina Baskins, R.N.

“When a patient completes the survey and there is a negative response to one of our ten
questions, we are notified. Therefore, a nurse can follow-up with a patient regarding
their feedback,” continues Chief Nursing Officer, Maura Cobb.

The patient survey ensures the most accurate and timely knowledge is available to help us
improve our performance through effective decision-making. Northridge is able to gather
the data and make improvements when necessary. “We also receive positive comments
and these comments allow us to praise the doctors and staff who have made a positive
impact on a patient,” continues Mrs. Baskins.

“In the first month of use (July 2011), the survey results revealed that 91% of the
emergency room patients would refer our services to others,” beams Mrs. Baskins. “We
know we provide a great product in our emergency department, but when it is confirmed
by our patients, it makes us even prouder. Northridge Medical Center continues to
advance their technology services to better serve our patients and the Client IQ survey
lets us know that our patients’ needs are being met.”