WESTLAKE VILLAGE, Calif., Jan. 12 /PRNewswire/ -- Delaware County Memorial Hospital, Springfield Hospital and Taylor Hospital, all part of the Crozer-Keystone Health System in Springfield, Pa., have been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program(SM). This distinction acknowledges a strong commitment by Delaware County Memorial Hospital, Springfield Hospital and Taylor Hospital to provide an outstanding inpatient experience.
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The service excellence distinction was determined by surveying recently discharged patients from each hospital on their perceptions of their hospital stay and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Hospital Service Performance Study(SM).
The telephone-based research conducted among Delaware County Memorial Hospital, Springfield Hospital and Taylor Hospital patients focuses on the five key drivers of patient satisfaction with their overall hospital experience. These drivers, which were identified in the national study, include: dignity and respect; speed and efficiency; comfort; information and communication; and emotional support.
“Based on the rigorous standards of our national hospital service performance research, only 20 percent of the hospitals in the nation will be qualified to achieve this distinction,” said Steven D. Wood, Ph.D., executive director of the healthcare division of J.D. Power and Associates. “Delaware County Memorial Hospital, Springfield Hospital and Taylor Hospital are among an elite class of hospitals.”
Delaware County Memorial Hospital, Springfield Hospital and Taylor Hospital each exceeded the national benchmark study score for overall patient satisfaction, with Delaware County Memorial and Taylor significantly surpassing the benchmark score. In comparison to the national study, all three hospitals performed particularly well on providing patients with a comfortable experience, particularly in their concern for patients’ continued recovery and well-being after discharge and the nurses’ concern about controlling pain.
In addition, Delaware County Memorial and Springfield both performed well in the area of information and communication. Delaware County showed the greatest difference from the national norm in the areas of providing patients with a clear explanation on how to manage care after leaving the hospital and of tests and treatment procedures. Springfield Hospital experiences the greatest differences from the national norm in the areas of providing a clear explanation of how to manage care after leaving the hospital as well as the doctor’s communication about the condition. Taylor achieved a high score in overall speed and efficiency, particularly in the speed and efficiency of the discharge process and the nurses’ promptness in responding to the call button.
Patients were asked to rate their level of trust and confidence in the hospital after their most recent stay. For all three hospitals, nearly two in three patients indicate they have more or much more trust and confidence in the hospital after their most recent stay. Furthermore, overall trust and confidence in the three hospitals is much higher among Delaware County Memorial, Springfield and Taylor patients than of patients comprising the national average.
“Delaware County Memorial Hospital, Springfield Hospital and Taylor Hospital received this distinction by providing patients with a consistent, positive experience,” said Wood. “The caregivers, physicians and administrative staff can be proud of their contribution to the care and health of their community. On a broader note, at a time when consumers are increasingly exerting influence over the delivery of their care and seeking credible resources to make well-informed decisions, being recognized by J.D. Power and Associates as a Distinguished Hospital enables these and other top-performing hospitals to effectively communicate this outstanding accomplishment in the communities they serve.”
Non-government, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition. 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 Maria Stearns Assistant Director of Public Relations and Marketing Crozer-Keystone Health System Springfield, PA (610) 447-6314 maria.stearns@crozer.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, Troy, Mich.,+1-248-312-4119, john.tews@jdpa.com, or Peter Dadlani, Supervisor, MediaRelations, Westlake Village, Calif., +1-805-418-8103,peter.dadlani@jdpa.com; or Maria Stearns, Assistant Director of PublicRelations and Marketing of Crozer-Keystone Health System, Springfield, PA,+1-610-447-6314, maria.stearns@crozer.org
