NAH facilities achieve excellence in service

All three Northern Arizona Healthcare facilities recently were honored for achieving excellence in customer service. NAH facilities include Verde Valley Medical Center, Sedona Medical Center and Flagstaff Medical Center.

Verde Valley Medical Center was named a recipient of the 2002 PRC. Four Star Customer Service Award in Inpatient care.

This designation is limited to those hospitals or healthcare facilities that achieved a score in the top 25 percent of the nation, specifically between the 75th and 90th percentile.

The percentile rankings are based on the percent of patients who rated their hospital as "excellent" in Overall Quality of Care in 2001, and are compared to a nationwide healthcare database.

The research was conducted by Professional Research Consultants, Inc., an independent customer and marketing research firm in Nebraska that serves the healthcare industry.

Of the more than 200 healthcare facilities currently conducting inpatient, outpatient and emergency department patient satisfaction research, only 21 facilities were recognized for achieving Four Star Customer Service in Inpatient care.

Sedona Medical Center received a 2002 PRC Five Star Customer Service Award for its emergency department, scoring at or above the 90th percentile for "excellent" responses for Emergency Department Overall Quality of Care.

SMC's Emergi-Center also was the No. 1 scoring medical facility nationwide in nine categories, receiving PRC's 2002 Top Performer Award for the following: Overall Quality of Care, Overall Quality of Doctor's Care, Doctor's Explanation of Treatments and Tests, Doctor's Understanding and Caring, Overall Quality of Nursing Care, Nurse's Explanations of Treatments and Tests, Overall Teamwork between Doctors, Nurses and Staff, Patients Recommending (facility) to Friends and Family, and Overall Quality of Discharge Instructions.

Sedona Medical Center also received a 2002 PRC Four Star Customer Service Award in Outpatient Care.

Flagstaff Medical Center received a 2002 PRC Five Star Customer Service Award in Emergency Care, and a Four Star Customer Service Award in both Inpatient and Outpatient Services.

Sedona Medical Center, Verde Valley Medical Center and Flagstaff Medical Centers patient satisfaction research is compared to the responses of nearly 300,000 inpatients, outpatients and emergency patients nationwide.

Research is conducted weekly throughout the year. PRC contacts a random sample of patients of NAH facilities for a confidential telephone interview to assess their level of satisfaction with their experience. The research findings then are presented to the medical centers to use in continuously improving patient satisfaction.

"It is exciting for our interviewers to talk with patients of Sedona Medical Center, because they are just so happy with the care they receive," said Joe M. Inguanzo, Ph.D., president and CEO of PRC. "Verde Valley and Flagstaff Medical Centers are among a very elite group of hospitals and healthcare providers nationwide who put customer service first. It's an honor to do research for leading organizations such as Northern Arizona Healthcare."

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