JD Power Recognizes Four CHS Hospitals for Outstanding Emergency Department Experience
January 5, 2010
WESTLAKE VILLAGE, Calif. — Carolinas Medical Center (CMC), CMC-Mercy, CMC-NorthEast and CMC-Pineville have been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program.SM This distinction acknowledges a strong commitment by these hospitals to provide “An Outstanding Emergency Department Experience.”
“With the high value patients place on the service aspects of their emergency room visit, providing them with a consistently positive experience is crucial,” said Kevin Lieb, senior director of provider programs at J.D. Power and Associates. “CMC, CMC-Mercy, CMC-NorthEast and CMC-Pineville have truly demonstrated their commitment to service excellence by achieving this distinction.”
The service excellence distinction was determined by surveying recently discharged patients from all four hospitals about their perceptions of their emergency room visit and comparing the results to the national benchmarks established in the annual J.D. Power and Associates National Hospital Service Performance Study.SM
The telephone-based research conducted among patients of these four hospitals focuses on the five key drivers of patient satisfaction with their overall emergency room experience. These drivers, which were identified in the national study, are: speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.
All four hospitals exceed the national benchmark study score for overall satisfaction with emergency department services and perform particularly well, compared with the national study, in speed and efficiency. The hospitals receive notably high ratings for doctors’ coordination of care with nurses, and the speed and efficiency of radiology personnel.
CMC performs particularly well with regard to concern for patient well-being, the availability of doctors and explanations of managing care after leaving the emergency room.
CMC-Mercy performs well in treatment of family and friends, as well as compassion for the serious impact of health problems.
CMC-NorthEast performs well in information and communication, as well as in dignity and respect. The hospital receives notably high ratings for the availability of doctors and doctors’ communication with patients.
CMC-Pineville performs particularly well in regard to the nurses’ concern about controlling pain.
“The emergency department experience can be a very hectic situation for patients, and our physicians and staff strive to make that experience easy and stress-free, from admittance to discharge,” said Dennis Phillips, executive vice president of Carolinas HealthCare System. “The J.D. Power designation recognizes the uncompromising, high-quality continuum of care that patients will receive in emergency departments throughout Carolinas HealthCare.”
Nongovernmental, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and outpatient services. Distinction is valid for one year, after which time the hospital may reapply for this recognition.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
