Hospital highlights - Feb. 11, 2010

Hospital rated tops by patients

Hospital patients rated their experience higher than 99% of other American hospital patients during the last quarter of 2009. Whitman Hospital uses a company that surveys patients from 1,800 hospitals about their stays. Questions cover physician and nursing care, tests and treatments, treatment of visitors and family, meals, the facility and the admission and discharge processes.

“Improving each patient’s experience makes them more satisfied with their care and more loyal to the hospital,” says Debbie Hoadley, director of performance improvement. “Studies show happier patients are more likely to follow treatment plans after they leave and more likely to get well. It’s not only about making people smile, it’s about improving their health too,” she added.

The hospital began focusing on the service provided to patients several years ago under Hoadley’s and previous administrator Jon Davis’ leadership. The hospital developed a Care Team that meets regularly to assess and improve the hospital’s service. The team developed service standards which are expectations of each employee and many other programs to promote customer service.

The Care Team will host a celebration of last quarter’s results for the hospital staff on Thursday, Feb. 18.

David E. Womack, CEO

Whitman Hospital & Medical Center