April 2003

Market-based Organizations Recognized for Patient and Employee Satisfaction


Eleven of Catholic Health Initiatives’ market-based organizations took home 14 of the Commitment to Excellence Awards for patient and employee satisfaction presented by The Jackson Organization at its recent annual conference in Baltimore, Md. "The awards achieved by our market-based organizations totaled half of all the patient and employee satisfaction awards presented at the conference," said Susan Allmond, director of customer loyalty measurement for Catholic Health Initiatives. "This is a strong indicator that our market-based organizations are successfully aligning their operations and services around their customers and in support of Catholic Health Initiatives’ core strategies of quality and people." The Jackson Organization, Columbia, Md., has been Catholic Health Initiatives’ provider of satisfaction measurement since July 2001. The firm serves the health care industry exclusively, and its clients include more than 300 hospitals across the United States. "Since we began measuring satisfaction as a system, many market-based organizations have achieved favorable trends in customer satisfaction results," said Allmond. "Our market-based leaders know that it is not only important to measure satisfaction, but to use that information to improve operations and outcomes." COMMITMENT TO EXCELLENCE AWARD WINNERS The Jackson Organization gives awards for excellence in three categories: small hospitals (up to 99 acute care beds), medium hospitals (100 to 249 acute care beds) and large hospitals (more than 250 acute care beds). The firm presents Commitment to Excellence Awards for first and second place in each category and to hospitals that achieve the most improvement from the previous year. "We’re so proud of all the employees and staff members who earned these awards for their market-based organizations," said Susan Allmond, director of customer loyalty measurement for Catholic Health Initiatives. The 2002 Commitment to Excellence Awards presented to Catholic Health Initiatives’ market-based organizations include: OVERALL INPATIENT SATISFACTION Small Hospital First Place: Oakes Community Hospital, Oakes, N.D. Bradley Burris President and Chief Executive Officer Second Place (Tie): Mercy Hospital, Valley City, N.D. Johnson Smith President and Chief Executive Officer Mercy Medical Center, Durango, Colo. Kirk Dignum President and Chief Executive Officer OVERALL INPATIENT SATISFACTION Medium Hospital Second Place: St. Francis Medical Center, Grand Island, Neb. Michael Gloor President and Chief Executive Officer OVERALL OUTPATIENT SATISFACTION Small Hospital First Place: Oakes Community Hospital, Oakes, N.D. Bradley Burris President and Chief Executive Officer Second Place: Mercy Medical Center, Durango, Colo. Kirk Dignum President and Chief Executive Officer OVERALL EMERGENCY PATIENT SATISFACTION Small Hospital First Place: Mercy Hospital, Valley City, N.D. Johnson Smith President and Chief Executive Officer Second Place: Carrington Health Center, Carrington, N.D. Johnson Smith President and Chief Executive Officer OVERALL EMERGENCY PATIENT SATISFACTION Large Hospital Second Place: Saint Joseph Hospital, Lexington, Ky. William Hendrickson President and Chief Executive Officer OVERALL EMPLOYEE SATISFACTION Small Hospital First Place: Our Lady of the Way Hospital, Martin, Ky. Kathy Stumbo President and Chief Executive Officer Second Place: St. Anthony Hospital, Pendleton, Ore. Jeffrey Drop President and Chief Executive Officer OVERALL EMPLOYEE SATISFACTION Medium Hospital First Place: St. Elizabeth Regional Medical Center, Lincoln, Neb. Robert Lanik President and Chief Executive Officer OVERALL EMPLOYEE SATISFACTION Large Hospital First Place: Memorial Health Care System, Chattanooga, Tenn. Ruth Brinkley President and Chief Executive Officer Second Place: St. John’s Regional Medical Center, Joplin, Mo. Gary Rowe President and Chief Executive Officer