Patient satisfaction high at Bradley Memorial campus ED

June 19, 2014 By Kimberly Gensicki

New Britain [June 19 2014] - The Emergency Department (ED) at The Hospital of Central Connecticut’s Bradley Memorial campus achieved Press Ganey patient satisfaction scores in the 95th percentile in the nation among ED peers for first quarter 2014. 

Bradley Memorial campus survey results are measured against scores for EDs with annual volume under 20,000. Historically, HOCC’s New Britain General campus, measured with departments having annual volume of 80,000 or more, has also had consistently high patient satisfaction numbers, 90th percentile or higher for the ED providers. 

“We believe in providing the highest quality in patient care and the best hospital experience,” said Dr. Eric Hobert, medical director, Bradley Memorial campus ED. “We treat everyone in our department like we would want to be treated ourselves.” Patient satisfaction scores at the Bradley Memorial campus exceeded 99th percentile in February. 

The Southington-based ED also excels in speed from ED arrival to being seen by a provider, with median time at 10 minutes; more than 85 percent of patients are seen in less than 30 minutes. 

HOCC’s New Britain General campus ranks fourth in the state for arrival to provider time. In addition, both ED campuses consistently post treatment times for discharged and admitted patients that place them above the 90th percentile nationally among all EDs. 

The Bradley Memorial campus ED averages 50 patients daily, 18,000 patients annually. It is staffed by a physician 24/7 in addition to a PA during the day and is capable of evaluating and managing any emergency condition. Staff also includes nurses and advanced patient care techs. 

HOCC, inclusive of the ED at Bradley Memorial campus, is a Stroke Center of Excellence. In addition, cardiac patients at that campus have rapid diagnosis and access to emergent angioplasty at the New Britain General campus, consistently exceeding established targets for time from arrival to angioplasty. 

Hobert said ED systems supporting patient satisfaction at the Bradley Memorial campus include rapid room placement for arriving patients and close coordination with the campus’ Radiology, Laboratory and other services. A dedicated X-ray room is adjacent to the ED. Quick test turnaround time means faster diagnosis of a patient’s condition, said ED Clinical Manager Shawnna Scirpo, RN, BSN. 

Scirpo noted teamwork is a strong factor toward patient satisfaction. “The staff pride themselves on service excellence, and every patient treated is considered every staff member’s patient,” she said, adding, “patients are just so appreciative” of their care. 

About The Hospital of Central Connecticut 
The Hospital of Central Connecticut (HOCC) is a 414-bed, 32-bassinet acute care teaching hospital with two campuses, New Britain General and Bradley Memorial in Southington. A member of Hartford HealthCare, HOCC services include emergency, inpatient, surgery, laboratory, outpatient, and radiology. Among specialty areas are cardiovascular care, metabolic health, obstetrics, oncology, orthopedics, and psychiatry/behavioral health. For more information, please visit; for a physician referral, call 1-800-321-6244. 

Caption: ED staff members (from left): Dr. Louis Pito; Mary Ann Pinkerton, RN; Ashley Dizney, RN, BSN; Sunde Warner, admitting patient representative; Beata Swider, nursing tech; Susan Ziegler, unit secretary; Ephrem Abraha, RN, BS: Shawna Scirpo, RN, BSN; and Dr. Eric Hobert.