Crozer-Chester Medical Center, Delaware County Memorial Hospital (DCMH), Springfield Hospital and Taylor Hospital have been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital ProgramSM. This distinction acknowledges a strong commitment by DCMH, Springfield Hospital and Taylor Hospital for providing an outstanding inpatient experience and by Crozer for providing an outstanding outpatient experience.
The service excellence distinction was determined by surveying a random sample of recent patients from DCMH, Springfield and Taylor and outpatients from Crozer, on their perceptions of their hospital stay and experience at facilities. The survey results were then compared the results to the national benchmarks established by the annual J.D. Power and Associates National Hospital Service Performance StudySM.
As a result of the survey, DCMH, Springfield and Taylor exceeded the national benchmark study score for overall inpatient satisfaction, and Crozer exceeded the benchmark score for overall outpatient satisfaction.
“This recognition is a great honor for the individual hospitals and for the health system,” says Joan K. Richards, chief operating officer of Crozer-Keystone Health System and president of CKHS Hospitals. “Earning distinction for service excellence is a reflection of our commitment to providing high quality, compassionate care to our patients.”
Steven D. Wood, senior vice president and general
manager of the HealthCare Division for J.D. Power
and Associates, personally presented Distinguished
Hospital™ awards at Crozer-Keystone hospitals on
Jan. 18. Each hospital held a mini-celebration that
included banners, balloons and cake for everyone.
DCMH
DCMH received high marks from patients on the nurses’ willingness to address questions and concerns, and confidence in the skill level of those performing test and treatments.
William McCune, chief operating officer of DCMH and Crozer-
Keystone vice president, accepts the award.
“I am delighted that our hospital has received this honor,” says William McCune, chief operating officer of Delaware County Memorial Hospital and CKHS vice president. “This award validates and recognizes the dedication and hard work done each day by our staff. However our goal is to continue to push the envelope each and every day to continue to excel in service excellence.”
Taylor Hospital
Accepting the award from Wood at Taylor Hospital are, left, Joan K. Richards, chief operating officer of Crozer-Keystone Health System and president of CKHS Hospitals, and Diane Miller, chief operating officer of Taylor and Crozer-Keystone vice president.
Taylor Hospital scored significantly high on questions regarding the courtesy of nurses, hospital personnel’s respect for privacy and courtesy of discharge personnel.
“This is a great honor for our hospital and our employees,” says Diane Miller, chief operating officer of Taylor Hospital and CKHS vice president. “Taylor received this distinction because of our commitment to providing the best care and service possible to our community, and by providing patients with a consistent, positive experience.”
Springfield Hospital
At Springfield Hospital’s celebration are, left to right, Wood; Gerald Miller, president and chief executive officer of Crozer-Keystone Health System; and Gwendolyn Smith, chief operating officer of Springfield and Crozer-Keystone vice president.
Springfield Hospital scored very high in areas regarding the courtesy of nurses and the discharge personnel. The hospital also scored high on the personnel’s respect for patient privacy.
“I am very pleased and honored to have Springfield Hospital recognized as a Distinguished Hospital,” says Gwen Smith, chief operating officer of Springfield Hospital and CKHS vice president. “Our staff has worked very hard on service excellence and has been committed to treating patients with the dignity and respect that they deserve.
Crozer
Wood presents Crozer-Chester Medical Center’s award to Joseph Saunders, chief operating officer of Crozer and Crozer-Keystone vice president.
Crozer-Chester Medical Center is the first hospital in the nation to achieve this distinction for outstanding outpatient services by J.D. Power and Associates.
“Earning this distinction for outpatient service excellence is a great honor for our staff,” says Joseph Saunders, chief operating officer of Crozer-Chester Medical Center and CKHS vice president. “It’s a reflection of the hard work that is continuously put forth by our physicians and staff and demonstrates their commitment to comprehensive patient care.”
Non-government, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition. The distinction is valid for one year, after which the hospital may reapply for this recognition.
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