Oakwood Heritage Hospital Wins National Award

A focus on the patient experience has earned the team at Oakwood Heritage Hospital in Taylor another national recognition. The hospital was recently named a 2012 Success Story Award winner for patient satisfaction by Press Ganey Associates, Inc. Oakwood Heritage was one of only 13 hospitals in the nation to receive a Success Story honor in 2012, and one of only nine to receive it for satisfaction performance.

“We have an exceptional team here at Oakwood Heritage Hospital.  We all emphasize putting the patient first in everything that we do,” said Kelly Smith, division president of Oakwood Heritage Hospital. “I’m very proud to receive this prestigious award on behalf of the entire hospital—it is a validation of the hard work we all do day in and day out to take care of our patients and families.”

The Press Ganey Success Story Award is a highly regarded symbol of achievement in the health care industry that recognizes facilities that have demonstrated leadership, implemented organizational change and improved performance. Press Ganey partners with more than 10,000 health care facilities, including more than half of all U.S. hospitals, to measure and improve the patient experience. "We are proud to partner with Oakwood,” said Patrick T. Ryan, CEO of Press Ganey. “The innovative approach at Oakwood Heritage Hospital to improving patient satisfaction benefits patients and helps to advance the quality of health care in the Detroit region.” Heritage was recognized for the ‘Magnificent 7’ service excellence tools which include an emphasis on rounding—leaders and staff—as well as post-discharge phone calls, hand-written thank-you notes and more.

The“90 in 90” campaign, which was designed to keep all employees focused on reaching the 90th percentile for patient satisfaction every quarter, was also cited. Smith showcases some of the most positive comments from the surveys each week by sharing them with the entire team of Heritage employees and physicians as well as with the Oakwood Executive Council and chief executive officer Brian Connolly. “The staff at Oakwood Heritage Hospital should be commended for exemplifying the Oakwood Credo of “Patients Come First,” said Connolly. “This is something we strive for every day: to provide the highest level of personalized care to the patients and communities we serve.”