HOW TO: Flip the Complaint-to-Compliment Ratio in a rural ED

Posted on Wed, Jul 10, 2013

This Genesis Cup 2012 runner-up presentation by Medical Director, Harry "Tripp" Wingate, MD and Shayne Middleton, RN, RDCS describes the process used at EMH ED to “flip” the complaint to compliment ratio – a crude measure of customer service performance in a rural ED. The presentation details steps from training on AIDET to the key issues in providing effective feedback to ED staff. Special emphasis is given to the tricky issue of email communication and compliance with HIPAA. New web-based tools ( and for safe email communication are introduced to the audience with comments on benefits and usage.

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