An Observation Unit May Help Improve an Institution's Press Ganey Satisfaction Score

Abhinav Chandra*, Sandra Sieck, Michael Hocker, Charles J. Gerardo, John Villani, Dean Harrison, Arnold Boardwine, Alexander Limkakeng

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

19 Scopus citations


Background: Hospitals measure patient satisfaction through Press Ganey (PG) surveys. The impact of an emergency department observation unit (EDOU) on patient satisfaction has not been reported to date. We hypothesize that an EDOU has a positive impact on patient satisfaction results as measured by PG surveys. Methods: This is a retrospective observational analysis of PG scores collected for 8 quarters before the opening of a 13-bed EDOU in January 2002 and compared with 6 quarters post-EDOU opening, starting April 1, 2003, at a tertiary care, academic, urban hospital. The facility, physician staffing, nursing, and wait times all remained the same during this period. Mean values and a 95% confidence interval (CI) are reported and statistical significance is calculated using a t test. Significance is defined as a P < 0.05. Results: The mean overall PG scores pre-EDOU was 75.2 (95% CI: 74.2-76.2) and post-EDOU was 80.2 (95% CI: 78.9-82.6), which is statistically significant (P = 0.00005). Of 9 scoring categories, 9 increased post-EDOU. Other than the category for physician scores, all other mean values were higher for the EDOU in the subcategories. Conclusion: The introduction of an observation unit appears to be associated with a statistical improvement in patient satisfaction scores as reported by PG, in the setting of same facility, physician staffing, and nursing staffing.

Original languageEnglish
Pages (from-to)104-106
Number of pages3
JournalCritical Pathways in Cardiology
Issue number2
StatePublished - Jun 2011
Externally publishedYes


  • Press Ganey
  • emergency medicine
  • observation units
  • satisfaction scores


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