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Martinsburg hospital lauded for care

December 18, 2011
  • Members of the Service Excellence Council are pictured with the Press Ganey 2011 Top Improver Award. From left, Mary Snow, Lisa Jimenez, Stephanie Diedericks, Stephanie Harvey and Stephanie Shirley. Not pictured: Lisa Avey, Beebe Shapiro, Val Penick, Don Breon and Martha Mumaw.
Submitted photo

MARTINSBURG, W.Va. — Officials at West Virginia University Hospitals-East’s City Hospital announced that the hospital was named a 2011 Top Improver Award winner by Press Ganey Associates Inc.

Press Ganey partners with more than 10,000 health care facilities — including 50 percent of all U.S. hospitals — to measure and improve the quality of care that providers deliver to patients and, ultimately, to improve the overall health care experience.

The Top Improver Award recognizes clients who have shown continuous improvement over a two-year period. City Hospital improved its patient satisfaction scores in three of the four eligible periods. City Hospital is one of 36 Press Ganey client facilities nationwide to receive this honor, and one of 18 to receive it for improvement in patient satisfaction scores.

City Hospital initiated a grass-roots-inspired Journey in Service Excellence in 2009 to improve the healing experience for all patients and their families. Employees determined that customer service and patient satisfaction had to improve, and that they needed to hold each other accountable.

Monthly coaching sessions and workshops for management and front-line staff resulted in the development of a road map for successful implementation, beginning with three areas that would ultimately lead to total organizational improvement: attitude, action and accountability.

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