GRUNDY CENTER - High standards for patient customer service have earned Grundy County Memorial Hospital/UnityPoint Health recognition at the national level for ten consecutive years. The hospital achieved the 2018 Press Ganey Guardian of Excellence for Patient Experience for both Outpatient and Inpatient services. The award distinguishes health care organizations that are ranked in the top 5% of hospitals nationwide based on how patients rank their experience.
“The national recognition earned by the hospital is the result of consistent efforts to treat our patients as if they are family,” says Adam Scherling, hospital president. “Successful organizations have a relentless focus on exceeding customer expectations. Within our hospital, that means listening and being respectful of each patient, demonstrating empathy, and anticipating patient needs.”
Grundy County Memorial Hospital received its first national patient satisfaction award for Emergency services in 2009. “Our journey to excellence began many years ago, and it’s amazing that the team at Grundy County Memorial has sustained its remarkable performance for ten years,” remarks Pam Delagardelle, former hospital CEO and now CEO of the hospital’s affiliate UnityPoint Health – Waterloo. Delagardelle congratulated employees for their achievement, stating that the rural hospital sets a standard from which others can learn. Since 2009, the hospital has accumulated fourteen awards that cover all facets of the care it provides – Outpatient Services, Emergency, and Inpatient services.
Changes in health care over the past decade have prompted health care organizations to develop specific, measurable behaviors that lead to improved patient experience and prepare for a new transparency that makes performance outcomes available to the public. “All health care organizations are placing patient experience at the forefront,” remarks Scherling. “Our team understands that we don’t focus on patient experience to win awards, but because it’s the right way to treat people. By the very nature of health care, our patients are here when they are their most vulnerable. We make it our priority to turn what may be an unpleasant situation into a positive experience.” Scherling says each department contributes to the hospital’s award-winning patient experience, since patient surveys rank the hospital’s cleanliness, quality of food, and helpfulness of registration and scheduling staff, in addition to the care provided by nurses and doctors. “We also recognize the important role our communities play in the hospital’s success. We appreciate our volunteers, those who contribute to our Foundation’s fundraising efforts, and each person who trusts us to provide the health care they need,” says Scherling.
Hospital employees celebrated the unique achievement of ten years of national recognition with a lunchtime party. As staff members gathered to mark the occasion, Scherling assured them that high quality outcomes will continue to be a hospital priority. “Grundy County Memorial Hospital presents a unique value proposition by making a wide variety of health care services available locally, at a nationally ranked level of expertise,” Scherling asserted.
The Press Ganey Guardian of Excellence Award is a nationally-recognized symbol of achievement in health care. Presented annually, the award honors clients who consistently sustain performance in the top 5% of all Press Ganey clients for each reporting period during the course of one year. The company works with more than 33,000 health care organizations in its mission to improve the overall safety, quality and experience of health care.