MASSACHUSETTS NURSE NEWSLETTER :: February 2008

Martha's Vineyard Hospital Emergency Dept. wins prestigious award
ER team throws own party after management declares honor a hospital-wide award

Getting credit where credit is due was what the Emergency Department staff at Martha's Vineyard Hospital was looking for from management after being chosen for Press Ganey's most prestigious honor-the Summit Award.

Selected from among 800 EDs nationwide that treat 20,000 patients or less annually and one of 12 to win the coveted award, the Martha's Vineyard emergency room staff took home the Press Ganey Summit Award for 2007 for having a 95 percent or greater patient satisfaction rate for three consecutive years. The award was announced in ceremonies at the Press Ganey National Client Conference, held in November in Florida.

Although Press Ganey, whose mission is to measure and improve the quality of care in our nation's hospitals, bestows awards in the five categories of ambulatory surgery, inpatient services, outpatient services, medical practice and emergency department, MVH was honored for its ED alone. The eight-bed emergency department was selected in part for several noteworthy physical changes and programs.

In addition to triage space to improve privacy during patient evaluation, a fast track system for those with minor injuries, a concierge program whereby volunteers keep patients abreast of time frames while they are waiting to be seen, the MVH ED was also honored for its beeper program which provides patients and family members with more flexibility within the waiting areas. These improvements were instituted to manage the impact of having more than 30 percent of the hospital's annual 14,000 ED visits during the months of July and August, when the island of Martha's Vineyard is most heavily populated.

So far, so good, but what should have been a time for celebration among the ED staff turned into time for consternation after hospital management decided to assimilate the award as a hospital-wide honor, making note of the fete only during an informal ceremony in the hospital lobby, a gathering the ER nursing staff wasn't formally invited to.

"We really felt that everybody that assists the ED, including peripheral departments, should be recognized for this top award and we were disappointed that Dr. Timothy Tsai, our director of emergency medicine wasn't invited to Florida to receive the award," said Rick Lambos, interim clinical coordinator for ER and ICU at MVH. "And while we also felt the award should be shared by everyone in the hospital we felt a real celebration-a party-was in order to share this honor with everyone involved with the ED."

On Jan. 6, with input from both MNA headquarters and MNA Region 3, that plan came together when 75 people, representing the hospital ED, x-ray department, laboratory, respiratory therapists, housekeeping, maintenance, EMS, pharmacy and personnel from the Island counseling and substance abuse agency gathered at the Oyster Bar in Oak Bluffs.

"We were pleased that two members of senior management joined us for the celebration," said Lambos, who serves as chairman of the local MNA bargaining unit, adding that MNA President Beth Piknick attended the dinner and honored the Emergency Department's RNs in a well-received speech.

"Beth Piknick's presence was greatly appreciated and the entire event was a good morale booster," said Lambos. "Awards like this don't just happen; as individuals we're all good, but together we're excellent. I'm proud to be a player on the MVH ED team … an awardwinning team."

The Emergency Department staff at Martha’s Vineyard Hospital holds a celebration at the Oyster Bar in Oak Bluffs after receiving the prestigious Press Ganey Summit Award. From left, Helen Green, Marsha Valentzas, Carol Goudey, Dagmar Dockery, Betsy Van Landingham, ER/ICU clinical coordinator, Rick Lambos, interim ER/ICU clinical coordinator, Ann Chalifoux, Prudy Carter-Donovan, Beth Smith, Nina Thayer and Lorraine Eldridge.