August 22nd, 2001Just when the temperature outside has dropped out of the 90s, another important number within the walls of Great River Medical Center is breaking into the 90s. For the first time, the hospital’s inpatient satisfaction scores have exceeded the 90th percentile.
Great River Medical Center uses patient-satisfaction surveys provided by Press Ganey Associates, the world’s leading developer of survey tools and methodologies for the health-care industry. The hospital’s most-recent quarterly patient-satisfaction report (May 1 to July 31) ranks Great River Medical Center in the 93rd percentile in comparison to 668 hospitals nationwide. This means that 93 percent of all hospitals using Press Ganey’s inpatient survey tool scored lower than Great River Medical Center.
“Breaking into the 90th percentile so soon after moving into a new facility is a tremendous accomplishment for us,” said Mark Richardson, hospital president and CEO. “Obviously, having a new facility that was designed with customer service in mind has played a big part in reaching this goal, but the strongest aspects of our patient-satisfaction report are the scores for our nursing staff and the overall attitude of our entire workforce. Our people are making the difference.”
The report analyzes the results of 523 returned surveys. Fifty-eight percent of all responses this quarter gave hospital services a rating of “Very Good,” which is the highest rating on the survey. An inpatient survey is mailed to every patient’s home one to two weeks after they are discharged.
Great River Medical Center’s two previous quarterly reports ranked the hospital in the 85th percentile nationally. This is the sixth quarter in a row in which the hospital has increased or maintained its overall percentile ranking.
“Our patient-satisfaction scores, together with the 93rd percentile ranking we received in April from the Joint Commission for the Accreditation of Healthcare Organizations, clearly show that we are meeting our ultimate goal of being one of the finest hospitals in the country,” Richardson said. “It’s a culmination of many things – our new facility, customer-service training for all employees, the continued development and promotion of our core values, aggressive recruitment of qualified staff – we’re just beginning to see the payoff of these efforts, and we’re looking forwarding to achieving even greater successes.”