Oakwood Heritage Hospital honored as Top Improver


Oakwood Heritage Hospital (OHH) is one of only 10 hospitals nationwide to be recognized with a Top Improver award by Press Ganey Associates, Inc.

The award, which is based on patient satisfaction scores, represents the ongoing goal of ensuring every single patient has a memorable experience with the hospital, said Kelly C. Smith, Chief Operating Officer of Oakwood Heritage Hospital.

“I am very proud of the entire team at Oakwood Heritage Hospital. And I am pleased for our community,” she said. “This award symbolizes our never-ending quest to always deliver very good care to our patients.”

For the 2010 award, Press Ganey looked at facilities that ranked in the top five percent of improvers across the country. Only 29 facilities nationally—and only 10 inpatient facilities across the country—were honored from among the more than 2,000 facilities that participate with Press Ganey in the United States. The award recognizes facilities that have shown continuous improvement in patient, physician, or employee satisfaction scores.

“Their dedication to continuous improvement serves as a model for all,” said Richard B. Siegrist, Jr., Chief Executive Officer of Press Ganey Associates, Inc.

The team at OHH embrace a philosophy of “patients come first,” according to Smith. To demonstrate this philosophy, the team implemented a number of key strategies which emphasize customer service as a #1 priority. Tactics include having the leader of each unit rounding on 100 percent of patients every day to ensure patients are happy and healthy. Nurses and aides round on patients at least every hour to keep patients informed and comfortable and call them at home after they are discharged to check on how they are feeling and to answer any additional questions. In addition, the team does many spontaneous things for patients such as providing special meals, writing custom notes and bringing in treats or small gifts to make patients smile.

Brian Connolly, president and Chief Executive Officer of Oakwood Healthcare, Inc (OHI), said the staff at the hospital provide an outstanding model for all employees across the system to follow.

“At Oakwood, it is our privilege to provide high-quality patient care with a personalized touch. I am immensely proud of the staff at Oakwood Heritage Hospital for receiving national recognition for their achievements in patient satisfaction,” he said. “Their commitment to those we serve inspires all of us.”
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