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Oakwood Southshore Medical Center Wins National Patient Satisfaction Award

Wednesday, November 18, 2009 General News J E 4
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OSMC named as one of only six recipients nationally

TRENTON, Mich., Nov. 17 /PRNewswire-USNewswire/ -- Oakwood Healthcare System is proud to announce Oakwood Southshore Medical Center (OSMC) has just been named a 2009 Success Story Award Winner for achieving the 96th percentile in inpatient satisfaction scores. OSMC was one of only two facilities to win the Success Story Award by Press Ganey Associates, which recognizes those who have demonstrated leadership, implemented organizational change and increased customer satisfaction. The Press Ganey Success Story Award is a coveted symbol of achievement in the health care satisfaction industry that is bestowed annually. OSMC is one of six organizations to receive this honor out of 134 national submissions.

Press Ganey Associates is partner to more than 10,000 health care facilities nationwide in measuring and improving the quality of care. To earn this recognition, the Southshore team had to demonstrate how its efforts over the past year led to improved Press Ganey scores in physician satisfaction, improved employee satisfaction and engagement, improved morale and retention and overall better patient care in 2008.

"I am very proud of Oakwood's recognition as a national leader in service experiences," said Brian Connolly, President and CEO, Oakwood Healthcare, Inc. "In health care, nothing matters more than the experiences of our valuable patients. Service excellence is one of Oakwood's most critical roots for long term success and OSMC has been recognized as a leader in cultural change and innovation."

OSMC's success can be attributed to employees adopting and owning a team approach to patient and family centered care and making every interaction with each customer and fellow employee special. For example, Patient and Customer Engagement teams focused on creating scripting for employees and managers to address customer needs. The Employee and Physician Engagement teams championed the use of thank-you notes to be signed by all the leaders and mailed to employees, volunteers and physicians who were identified through positive customer comments in a Press Ganey report.

"In 2008, we revealed the Southshore Promise expansion project which allowed us to provide our patients the best in care including the most advanced technology and the best possible amenities, including all private rooms. Now, to be recognized nationally for keeping the promise through outstanding patient care is truly an honor," said Edith Hughes, Division President, OSMC. "We worked especially hard to make OSMC a leader in patient satisfaction and I am proud of my staff for all their efforts to make this possible."

The OSMC team also developed action plans for targeted service areas that successfully diagnosed and treated patient satisfaction concerns. The Spiritual Support Department began focusing their efforts on patient and family emotional needs by proactively training others on meeting spiritual and emotional through empathetic listening and statements. They also organized a team of volunteers to meet with every patient by the second day of admission to discuss spiritual and emotional issues.

"I am proud to be a physician serving the downriver community especially in a facility which ranks highest in patient satisfaction," said Dr. Iqbal Nasir, MD, Chief of Staff, OSMC. "The achievements of this hospital reflect the tremendous efforts of OSMC staff to create an environment where our patients most certainly come first."

For more information on OSMC visit www.oakwood.org.

SOURCE Oakwood Healthcare System
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