WESTLAKE VILLAGE, Calif., Jan. 18 /PRNewswire/ -- Holy Name Hospital, a 361-bed acute care medical center in Teaneck, N.J., has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program(SM). Kevin Lieb of J.D. Power and Associates will present the trophy to Holy Name Hospital on Thursday, January 19, 2006 at 11:30 am EST.
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This distinction acknowledges a strong commitment by Holy Name Hospital to provide an outstanding outpatient experience. Holy Name Hospital is the first hospital in the nation to receive all three of the J.D. Power and Associates Hospital Distinctions. At the end of 2005 Holy Name Hospital received the inpatient and emergency department distinctions.
The service excellence distinction was determined by surveying patients who had recently received outpatient services from Holy Name Hospital on their perceptions of their outpatient visit and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Outpatient Service Performance Study(SM).
The telephone-based research conducted among 300 patients focuses on the five key drivers of patient satisfaction with their overall outpatient experience. These drivers, which were identified in the national study, include: comfort; speed and efficiency; dignity and respect; information and communication; and emotional support.
“Our newly introduced outpatient services research program provides our Distinguished Hospitals with a credible benchmark to assess their performance in serving patients and set targets for improved patient care,” said Steven D. Wood, Ph.D., senior vice president and general manager of the Healthcare Division of J.D. Power and Associates. “Holy Name Hospital has achieved an elite status in qualifying as a distinguished outpatient service organization by providing their outpatients with an exceptionally positive outpatient experience.”
Holy Name Hospital exceeded the national benchmark study score for overall outpatient satisfaction. In comparison to the national study, the hospital performed well on providing patients with a comfortable experience, particularly in the staff’s concern for the patients’ well-being. They also scored high marks on the comfort and cleanliness of the registration and other waiting rooms.
In addition, Holy Name did well in the area of overall speed and efficiency. In particular, it showed the greatest difference from the national norm in the speed and efficiency of the discharge staff and in the registration process.
Patients were asked to rate their level of trust and confidence in the hospital after their outpatient visit. More than three in five patients indicate they have more or much more trust and confidence in the hospital after their most recent visit. Furthermore, overall trust and confidence in the hospital is much higher among Holy Name patients than of patients comprising the national average.
“This outpatient services distinction is another impactful way for hospitals and freestanding centers to differentiate themselves from other hospitals in their service area, while motivating higher levels of patient care and service,” said Wood. “The program also affords outpatient programs a chance to recognize their caregivers, physicians and administrative staff for a job well done.”
Non-government, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient services, emergency department services, as well as outpatient services. Distinction is valid for one year, after which the hospital may reapply for this recognition.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. 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 is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education and BusinessWeek. The Corporation has more than 300 offices in 40 countries. Sales in 2004 were $5.3 billion. Additional information is available at http://www.mcgraw-hill.com.
Media Relations Contacts: John Tews Peter Dadlani Director, Media Relations Supervisor, Media Relations J.D. Power and Associates J.D. Power and Associates Troy, Mich. Westlake Village, Calif. (248) 312-4119 (805) 418-8103 john.tews@jdpa.competer.dadlani@jdpa.com Jane Ellis Vice President, Marketing/Public Relations Holy Name Hospital Teaneck, New Jersey (201) 833-3129 jellis@mail.holyname.org
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com
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CONTACT: John Tews, Director, Media Relations, +1-248-312-4119,john.tews@jdpa.com, or Peter Dadlani, Supervisor, Media Relations,+1-805-418-8103, peter.dadlani@jdpa.com, both of J.D. Power and Associates;or Jane Ellis, Vice President, Marketing/Public Relations of Holy NameHospital +1-201-833-3129, jellis@mail.holyname.org
