SMSC one of three hospitals in California to receive prestigious patient satisfaction award
Press Ganey Associates, Inc. named Sutter Maternity & Surgery Center (SMSC) the 2009 Summit Award winner. Press Ganey currently partners with more than 10,000 health care facilities, including over 40 percent of U.S. hospitals, to measure and improve the quality of their care. The company’s databases are the largest in the industry, and allow facilities nationwide to benchmark their results against peer organizations.
The Summit Award recognizes top performing facilities that sustain the highest level of customer satisfaction for three or more consecutive years. The Press Ganey Summit Award is the health care satisfaction industry’s most coveted symbol of achievement bestowed annually. SMSC is just one of the nation’s 74 organizations to receive this prestigious honor in 2009. SMSC is one of only three hospitals in California to receive the award.
According to Jacci Sterling, SMSC’s assistant administrator, chief nursing officer and perinatal director, the award was as much a result of SMSC’s culture as its specific policies and practices. New hires and all staff are coached in Patient- and Family-Centered Care principles that teach the importance of the patient’s perception of quality and care and gives them the tools to handle conflicts. Staff satisfaction drives patient satisfaction and SMSC’s excellence in this area is evidenced by their recent ranking as 20th in Modern Healthcare magazine’s “Best Places to Work in Healthcare.”
“We know that employee satisfaction goes hand in hand with patient satisfaction,”Sterling said. “We have a very satisfied staff as shown in annual staff surveys. We truly believe that patient satisfaction must be an institutional goal that is modeled from top management down and included as a performance expectation for the staff.”
SMSC also maintains some environmental choices to promote healing and caring, including:
• No overhead paging, except for codes
• 24-hour room service for all patient meals; no food tray lines
• “Guest Services” employees are members of the Patient-Centered Health Care Team who welcome patients, clean rooms and deliver meals