September 2000

Top MBO Customer Satisfaction Performers Announced

St. Clare Hospital, Lakewood, Wash., emerged as Catholic Health Initiatives’ top performer in overall customer satisfaction during fiscal year 2000. St. Clare achieved a 73 percent excellent rating from its customers. A total of 15 facilities scored significantly higher than the system-wide average mean score for customer satisfaction. Watch for details on the service excellence initiatives of these facilities in future issues of Initiatives.

Hospital Name

City, State

President and Chief Executive Officer

St. Clare Hospital

Lakewood, Wash.

Joseph Wilczek

Avista Adventist Hospital

Louisville, Colo.

Joseph Swedish

Memorial Hospital

Chattanooga, Tenn.

L. Clark Taylor, Jr.

Mercy Medical Center

Roseburg, Ore.

Victor Fresolone

St. Mary’s Hospital

Nebraska City, Neb.

Daniel Kelly

Mercy Hospital

Valley City, N.D.

Jane Bissel

Carrington Health Center

Carrington, N.D.

Brian McDermott

Mercy Hospital

Devils Lake, N.D.

Marlene Krein

Saint Joseph Hospital

East Lexington, Ky.

William Hendrickson

St. Joseph Medical Center

Tacoma, Wash.

Joseph Wilczek

Good Samaritan Health Systems

Kearney, Neb.

William Luke (interim)

St. Joseph Medical Center

Towson, Md.

James Cullen

St. John’s Regional Medical Center

Joplin, Mo.

Gary Rowe

Saint Joseph Hospital

Lexington, Ky.

William Hendrickson

St. Agnes Medical Center

Philadelphia, Pa.

Marge Sullivan, OSF