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Public Relations / Marketing OfficerDavid Bruzzese For Immediate Release Mercy earns exceptional patient satisfaction scores Patient surveys conducted by health care industry research firm The Jackson Organization show several patient care units at Mercy have some of the highest patient satisfaction scores compared to other hospitals. Mercy’s patient satisfaction scores are compared to other hospitals within the Catholic Health Initiatives (CHI) health care system and to non-CHI hospitals in the research firm’s database of clients. Notable among the second quarter (Oct. – Dec. 2006) results were Mercy’s rankings in inpatient satisfaction. Mercy was ranked in overall inpatient satisfaction 3rd among 54 CHI facilities, and in the 97th percentile compared to peer hospitals in The Jackson Organization database. Patient units including orthopedics/spine, medical/surgical, and transitional care/pediatrics contributed significantly to the hospital’s high overall satisfaction ranking among inpatients. Responses from orthopedic and spine unit patients were the highest in the survey, with responses to all but two of 13 questions resulting in a 99th percentile rank compared to peer hospitals. Responses to the two questions not ranked in the 99th percentile were ranked in the 98th and 94th percentiles. The TCU/pediatrics unit scores were also high, with responses to 10 of 13 questions ranking in the 99th percentile compared to peer hospitals, while responses to 11 of 13 questions asked of medical/surgical inpatients ranked the unit in the 90th percentile or higher. “Our new healing environment definitely contributes to higher satisfaction among our patients, but most of the questions in the survey are specific to the people directly involved in patient care,” said Mercy Regional Medical Center CEO Kirk Dignum. “We’re committed to providing quality, compassionate, personalized care, and overall, these survey results show we delivered on that promise. Since this data represents a snapshot in time, our challenge is to continuously improve and raise the bar.” The patient surveys included questions about the skill of the nurses involved in the patient’s care; the kindness of the nurses; how well the nurses, doctors, and other staff worked together as a team; how well the staff treated the patient as a person, not just their medical condition; the patient’s trust of the facility to always provide high quality care; the cleanliness of the unit; and more. “Not only do we get to compare ourselves to other facilities across the country and within the CHI system, but also we receive objective data because it’s gathered by an independent organization,” said Dignum. “Since patients aren’t being interviewed by the people who provided their care, we feel they may be more candid in their feedback.” Patients are randomly selected and surveyed by The Jackson Organization after they are discharged from the hospital. Patients voluntarily participate in the surveys and their responses are kept anonymous. Mercy Regional Medical Center, a not-for-profit, acute-care hospital, relocated to a new facility the Three Springs / Grandview area of Durango in June 2006. The 212,000-square-foot, $82 million hospital features 82 private patient rooms, five operating suites, state-of-the-art technology, and amenities such as a healing garden. Attached to the hospital is a 153,000-square-foot medical office building that houses 21 provider practices, an outpatient surgery center, and hospital administrative offices. Mercy Regional Medical Center is a member of the not-for-profit, Denver-based Catholic Health Initiatives health system, which includes 71 hospitals; 42 long-term care, assisted and independent living and residential facilities; and two community-based health organizations located in 19 states. # # # |
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