Study on Use of Technology to Improve Patient Satisfaction To Be Displayed at 19th Annual Health Forum/AHA Leadership Summ

CHICAGO--(BUSINESS WIRE)-- A study conducted by Banner Estrella Medical Center and Emmi Solutions that demonstrates how interactive programs engage patients and lead to improved patient satisfaction has been selected as one of 21 educational poster displays at the 19th Annual Health Forum and the American Hospital Association Leadership Summit. The Summit will be held July 17-19, 2011 in San Diego, Calif. and features posters that showcase innovations that transform the health care organization for high quality and safety, efficiency and effectiveness.

The poster – “Interactive Technology to Improve Patient Satisfaction” – details the analysis of Banner Estrella HCAHPS data to determine the impact of interactive multimedia programs on patient satisfaction. The programs are about 20 minutes long and use easy-to-understand language – supported by audio, text and images – to guide patients through their hospital experience from pre-op to post-op.

“Effective communication is key to improving patient satisfaction,” explains Gary Foster, associate administrator of Banner Estrella. “The success of this technology, reflected in our HCAHPS scores, has prompted us to expand program use throughout the hospital as part of our ongoing commitment to continue to exceed patient satisfaction targets year after year.”

The HCAHPS analysis included results from more than 2,900 patients’ surveys completed between November 2008 and September 2010. Eighty-eight percent of patients who participated in the interactive program about their upcoming procedure rated the hospital very highly; only 75 percent of patients who did not participate in the program ranked the hospital as high. Of the patients who participated in the program, 89 percent said they would recommend the hospital, whereas only 81 percent of the non-participants said they would.

The poster will be displayed in the exhibit hall (Douglas Pavilion), which is located on the first floor of the Manchester Grand Hyatt, on July 17 and 18 during exhibit hours.

About Banner Estrella Medical Center

Banner Estrella Medical Center is a 214-bed full-service, non-profit hospital offering general surgery, orthopedics, women and infant services, a full cardiac program with open-heart surgery, emergency services, and medical imaging services. Banner Estrella is part of Banner Health, the leading provider of health care services in the Valley with 11 hospitals. In 2010, Thomson Reuters named Banner Health one of the Top Ten Hospital Systems in the U.S.

About Emmi Solutions

Healthcare providers use Emmi® programs to engage patients and attribute their use with reduced surgical cancellation rates, length of stay and malpractice claims, and improved efficiency and patient satisfaction. The interactive media platform enables hospitals to track patient participation, enhance the patient experience and meet regulatory guidelines.


Ritz Communications
Patty Keiler, 312-550-5394

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