key: cord-0883357-s3i98j09
authors: DeLaney, Matthew; Wood, Luke
title: Health care heroes?
date: 2021-01-04
journal: J Am Coll Emerg Physicians Open
DOI: 10.1002/emp2.12341
sha: 225b829654e298228a48b1218e55c6d06bd664dd
doc_id: 883357
cord_uid: s3i98j09

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Loved by hospital administrators and near universally despised by clinicians, Press-Ganey patient satisfaction survey data are often tied to physician reimbursement. Unfortunately, previous studies have shown that Press-Ganey scores are negatively impacted by factors such as overall length of stay and emergency department (ED) crowding. 2 While the COVID19 pandemic has made many aspects of our jobs in the ED more difficult, in this month's JACEP Open Podcast we discuss a bit of possible COVID-related good news that Jehle et al 3 pre-COVID to the 34th percentile by May of this year. The authors theorize that this increase in patient satisfaction is due, in part, to an overall decrease in patient volumes that should subsequently decrease ED crowding, a feature that has long been associated with decreased Press-Ganey scores. 5

Looking beyond COVID-related operational changes, the authors question whether these increased Press-Ganey scores may be influ- 

Although the data from Jehle et al 3 are now full, and ED throughput is back to levels more characteristic of pre-COVID days. Additionally, as ED volumes normalize nationally, the efficiency with which we can move patients through the ED is compromised by the necessary process of screening patients for COVID and donning and doffing PPE for a high percentage of our patients. Although this spring we had a paucity of patients, now we have a paucity of patients who have quick dispositions simply because of processes EDs have had to implement to contain the spread of COVID within hospitals. Although we can all fondly remember the early pandemic days when we lived the life of "health care heroes," it is likely that patient expectations, perceptions, and overall satisfaction will once again shift. It remains to be seen if the superhero capes we once donned in the spring will be doffed or just covered by PPE as the pandemic continues. Although the days of media attention and improved Press-Ganey scores may be behind us, we may not be the heroes anyone wants anymore, but we will remain the heroes they need.

Press Ganey History and Mission

Patient age, race and emergency department treatment area associated with "Topbox" Press Ganey scores

Influence of COVID-19 outbreak on emergency department Press Ganey scores of emergency physicians

Association of Racial/Ethnic and Gender Concordance Between Patients and Physicians With Patient Experience Ratings

Hallway patients reduce overall emergency department satisfaction

Health care heroes?