Patient Satisfaction Survey Places Clinton Hospital on Top
FOR IMMEDIATE RELEASE
Date: February 11, 2013
Contact: Jodie Grady, Marketing Manager
CLINTON – The patients have spoken and they have declared that Clinton Hospital is the number one hospital in New England! After receiving the latest Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Survey results, Clinton Hospital learned that its cumulative average of scores in all 10 categories landed the hospital in the top spot, not only in Massachusetts, but out of all 176 New England-based hospitals surveyed.
“Clinton Hospital notoriously scores well on HCAHPS patients satisfaction surveys, which are required by the Centers for Medicare and Medicaid Services (CMS),” said Sheila Daly, RN, MS, president and CEO of Clinton Hospital. “Our staff works very hard to ensure that no details are overlooked and strives to see an improvement from quarter to quarter. The latest results show that our scores went up in nine out of the 10 categories measured, and remained the same in one category, which is outstanding.”
HCAHPS results are derived from mandatory surveys that are sent to recently discharged patients through an independent surveying company, Press Ganey. Scores are tallied and released on a quarterly basis, and are available publicly on the Medicare website: www.medicare.gov. The latest results released in January measured patient satisfaction from April 1, 2011 through March 31, 2012.
The HCAHPS Survey measures the patient experience in all areas of care such as communication with nurses and physicians, pain management, cleanliness and quietness in the hospital environment, and overall ranking and likelihood of recommending the hospital to others.
“Patients have always been and will continue to be the number one priority at Clinton Hospital,” said Ms. Daly. “We work closely with our Patient and Family Advisory Council to identify areas for improvement and are constantly looking at our processes for any opportunities to do a better job and provide a greater patient experience. We’re always striving for that unexpected behavior or special touch that will ‘wow’ our patients and make them feel well cared for.”
Clinton Hospital currently is building a $15 million Emergency Department building that promises to provide that wow factor and set the stage for an outstanding patient experience. With spacious and private exam rooms, and state of the art, specialized areas for customized patient needs, the hospital’s new Emergency Department will be positioned to offer the ultimate patient-centered care. But as Ms. Daly points outs, it’s the employees that make Clinton Hospital what it is.
“While beautiful facilities certainly add to the patient experience, our success is a direct result of our outstanding staff members. Everyone, from the housekeeping and maintenance teams, to nursing staff and physicians, does everything they can to place themselves in the patients’ shoes and treat them with respect and personalized care,” said Ms. Daly. “We are very proud of this ranking as well as our entire team who continues to lead us there.”
John O’Brien, president and CEO of UMass Memorial Health Care congratulated the team at Clinton Hospital on a job well done. “Our colleagues at Clinton Hospital have done it again, earning outstanding grades from our patients – the people who count most. We are very proud of their achievement of being ranked the number-one hospital in all of New England for patient satisfaction.”