MCH Recognized for Patient Satisfaction
March 29, 2010

A hospital-wide celebration was held to congratulate the staff
for their Press Ganey recognition in patient satisfaction.
Shown here (l to r) Facilities Services Director Ronnie Lewis
(as Michael Jackson) and Chief Nursing Officer Patrick Baker
(as Elvis) congratulate employees Terri Bissonnett, Vickie
Heinlein, and Nadene Schlosser.

Madison County Hospital had just been recognized by Press Ganey for a significant improvement in patient satisfaction scores.

The hospital was issued a “Journey of Improvement Certificate” recognizing a statistically significant improvement in overall satisfaction for inpatient services during the period of November 2009 through January 2010.

In the letter accompanying the certificate, Nick Sorg, Press Ganey’s Improvement Manager, offered words of encouragement.

“I am excited to recognize your efforts, which have resulted in a statistically significant improvement for Madison County Hospital,” wrote Sorg. “Your hard work and dedication to quality improvement are evident in the increase of your Inpatient patient satisfaction scores for Overall Satisfaction. You should be very proud of your organization’s achievements.”

According to its web site, Press Ganey works with more than 7,000 health care organizations to measure and improve their quality of care with research-based surveys. Press Ganey is the health care industry's most widely used approach to collecting customer opinions.

Earning this certificate reinforces Madison County Hospital’s dedication to excellent customer service. A few months ago the hospital initiated a new Customer Service Improvement Plan. The plan helps hospital employees focus on ways to provide exceptional service to patients, families, physicians, and the community.

Leading the customer service initiative is Chief Nursing Officer Patrick Baker.

“Madison County Hospital works hard to provide compassionate care to the community,” says Baker. “This certificate from Press Ganey recognizes everyone at Madison County Hospital for their dedication to providing great service.”