According to Press Ganey scores, patients are very satisfied with the care they receive at Gottlieb Memorial Hospital. In the fourth quarter, Gottlieb achieved an overall score of 74 percent, translating to the 75th percentile. Gottlieb also achieved a 72 percent score for recommending the hospital, translating to a 52nd percentile when compared to all other hospitals nationwide in the Press Ganey data base.
Twelve departments at Gottlieb received scores that exceeded the mean, up from a previous high of six departments. "Our patient satisfaction scores are exceptional and are the highest we have received in a decade," said Joanne Valentin, director, customer service at Gottlieb.
Press Ganey administers the hospital’s patient satisfaction survey that measures the quality experienced by a patient.
"Press Ganey is the gold standard for ratings in our industry," said Valentin, who also is directorof Rrehab Services. Patients have one year to return surveys that include aspects of patient care including personal/emotional needs as well as customizable questions about admission, dietary and diagnostics. Questions about physician interactions are included in the survey also.
"Press Ganey is not a federally mandated practice, like the HCAHPs. Gottlieb has been measuring patient satisfaction long before the HCAHPs because of our commitment to improve patient satsifaction," said Mary Morrow, chief nursing officer, Gottlieb.
Gottlieb is dedicated to a system-wide mission of excellence in patient care.
Every associate, every patient, every interaction is part of the Gottlieb goal to create a culture of patient satisfaction.
"It isn’t hard to be good from time to time, what’s tough is being good every day is a quote by Willie Mays that I like to challenge myself and my associates with," said Valentin. "Our Press Ganey scores reflect that we are succeeding and we will continue to challenge ourselves every hour of every day to continue to provide excellent care to patients."