J.D. Power and Associates Reports:
Six Carolinas HealthCare System Hospitals Recognized for Providing Outstanding Inpatient Experiences
WESTLAKE VILLAGE, Calif.: 15 April 2010 - Carolinas Medical Center (CMC), Carolinas Medical Center-Mercy, Carolinas Medical Center-NorthEast, Carolinas Medical Center-Pineville, Carolinas Medical Center-Union and Carolinas Medical Center-University 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 six hospitals-which are part of the Charlotte, N.C.-based Carolinas HealthCare System-to provide "An Outstanding Inpatient Experience."
"In earning this distinction, these six facilities have truly demonstrated their commitments to service excellence," said Kevin Lieb, senior director of provider programs at J.D. Power and Associates. "Carolinas Medical Center has created a highly patient-focused culture that stresses the importance of meeting patient needs at every touch point. The consistency across all of these organizations speaks volumes about their leadership, nurses, doctors, and employees."
The service excellence distinction was determined by surveying recently discharged patients from the six hospitals about their perceptions of their hospital stay 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 CMC patients focuses on the five key drivers of patient satisfaction with their overall 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 six facilities exceed the national benchmark study score for inpatient satisfaction and perform particularly well, compared with the national study, in treating patients with dignity and respect.
CMC and CMC-University perform particularly well with regard to information and communication, receiving notably high ratings for the ability of doctors to explain the condition or treatment and for providing a clear explanation of how to manage care after leaving the facility.
CMC-Mercy and CMC-Pineville perform well in providing emotional support, particularly for the treatment of family and friends of the patient.
CMC-NorthEast performs well in providing emotional support and receives notably high ratings for compassion for the serious impact of health problems and the treatment of family and friends of the patient.
CMC-Union performs well in information and communication, particularly for providing a clear explanation of how to manage care after leaving the facility and the ability of nurses to explain the condition or treatment.
"Applying uniform standards of excellence at all of our hospitals has been a top priority as our system has rapidly grown in recent years," said Dennis Phillips, executive vice president of Carolinas HealthCare System. "We want our patients, wherever they receive care, to experience the same level of commitment to quality and respectful treatment. The staff has worked very hard to achieve that goal and this recognition is testimony to what they've accomplished."
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 JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor's, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.