July/August 1999

CHI Earns Award for Customer Satisfaction Measurement System

Catholic Health Initiatives’ customer satisfaction measurement program earned the 1999 Banner Award from the Society for Healthcare Strategy and Market Development of the National Hospital Association. The program received a composite score of 4.45 out of a possible 5.0 points in the New Program Development category. The award program focuses on recognizing health care organizations that demonstrate results for their initiatives.

According to Maria Lain, director of customer initiatives and operations effectiveness, "This award represents the commitment and dedication of the entire organization to effectively use a valid and reliable customer satisfaction measurement system. This program is one of the pillars of Catholic Health Initiatives’ customer and employee loyalty initiative and serves as a strong foundation for performance improvement."

"The customer satisfaction measurement system supports Catholic Health Initiatives’ core strategy of preeminent performance," said Patricia A. Cahill, president and chief executive officer. "It serves to transform a significant data collection effort into a meaningful, cost effective, strategic initiative. It is rewarding to see this work recognized by an independent outside organization."

Judges commented on Catholic Health Initiatives’ exceptional organizational commitment and the program’s excellent value, rapid implementation and strong foundation for performance improvement.

Catholic Health Initiatives began implementation of its customer satisfaction measurement system last year. Already, the organization has begun to identify best practices and to facilitate knowledge sharing.

The award will be presented at the society’s annual educational conference to be held in Denver, Colo., in September.