Why Partner with CEP America?
CEP America provides strong service performance

CEP America believes that the emergency department is the front door to the hospital and acts accordingly. Attention to delivering strong service performance is part of our core strategy and CEP America-staffed EDs regularly score at or near the very top of their peer group in patient satisfaction.

Our commitment to service performance is demonstrated in a number of CEP America programs and initiatives, including:

• A Comprehensive Patient Satisfaction Program

  Our Director of Operations and Service Excellence, Dr. Jay Kaplan, also a consultant to the Studer Group and Press-Ganey, spearheads our comprehensive patient satisfaction program, which includes formal service excellence training for all ED personnel, a physician-driven ED patient callback program, and a proprietary patient satisfaction survey. This comprehensive initiative also includes the development of patient satisfaction work groups, as well as service recovery and complaint management techniques.

• Patient Satisfaction Survey

  The CEP America survey has been sent to over 1.4 million patients, and is highly statistically significant. It is provided at no additional cost to our hospitals, and unlike many commercially available surveys, is both physician- and issue-specific, helping to not only measure, but to actually focus ED customer service efforts

• A Team-Based Approach

  We believe that teamwork is key to improving patient satisfaction, reducing medical errors, increasing productivity, and expediting admissions. Our group is committed to fostering an atmosphere of mutual respect and teamwork among all ED team members and, to that end, we offer a formal Physician-Nurse Relationship Program. Additionally, we survey nurses and ED staff on a regular basis to gain feedback on how we can continue to enhance this relationship.