Holy Name Press Releases

Holy Name Recognized for Service Excellence by JD Power and Associates

May 2, 2007

Holy Name Hospital has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program. This distinction acknowledges a strong commitment by Holy Name Hospital to provide an outstanding inpatient, outpatient, and emergency department experience.

The service excellence distinctions were determined by surveying the most recently discharged patients from Holy Name on their perceptions of their hospital stay and comparing the results to national benchmarks established by the annual J.D. Power and Associates National Hospital Service Performance Study, the Outpatient Service Performance Study, and the Emergency Performance Study.

The telephone-based research conducted for Holy Name Hospital inpatients, outpatients and emergency department patients focuses on five key drivers of patient satisfaction with their overall hospital experience.  These drivers, which were identified in the national studies, 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 David Stefan, executive director of the healthcare division of J.D. Power and Associates.  "Holy Name Hospital is among an elite class of hospitals."

Holy Name Hospital exceeded the national benchmark study score for overall inpatient, outpatient and emergency department satisfaction by a significant margin.  In comparison to the national study, the hospital performed well on providing inpatients with a comfortable experience, particularly with the food, overall and on the staff's concern for continued recovery and well-being.  Inpatients also give high marks on the speed and efficiency of the hospital, particularly on the availability of the doctor and the nurses' performance of their regular duties.

Holy Name's outpatient performance was highest compared to the national study on the information and communication patients receive, especially on the primary caregiver's ability to explain their condition and treatment and on the clear explanation of how to manage their care after leaving the facility. Similar to the inpatient experience, providing patient with a comfortable experience is highly rated. The primary caregiver's concern about controlling pain and facility staff's concern for the patient's well-being show the greatest difference from the national study.

The emergency department at Holy Name performed well on treating patients with dignity and respect. Courtesy from both the radiology staff and the doctor are highly rated. In addition, Holy Name did well in the area of overall information and communication.  In particular, it showed the greatest difference from the national norm in explaining how to manage their care after leaving the emergency room and in the availability of the doctor.

Patients were asked to rate their level of trust and confidence in the hospital after their visit.  The majority of 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.

"Holy Name Hospital received this distinction by providing patients with a consistent, positive experience," said Stefan.  "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 Holy Name Hospital and other distinguished 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 for inpatient, emergency department, outpatient, and maternity services. Distinction is valid for one year, after which the hospital may reapply for this recognition.