• E-mail
• Print
• Comment
• Font Size
• Digg
• del.icio.us
• Discuss article

J.D. Power and Associates Reports: Crozer-Chester Medical Center Recognized for Providing an Outstanding Outpatient Experience

Posted on: Thursday, 12 January 2006, 09:00 CST

WESTLAKE VILLAGE, Calif., Jan. 12 /PRNewswire/ -- Crozer-Chester Medical Center, a 422-bed not-for-profit tertiary-care teaching hospital in Upland, Pa., has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program(SM). This distinction acknowledges a strong commitment by Crozer-Chester Medical Center to provide an outstanding outpatient experience.

(Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a )

The service excellence distinction was determined by surveying patients who had recently received outpatient services from Crozer-Chester Medical Center on their perceptions of their outpatient visit and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Outpatient Service Performance Study(SM).

The telephone-based research conducted among 300 patients focuses on the five key drivers of patient satisfaction with their overall outpatient experience. These drivers, which were identified in the national study, include: comfort; speed and efficiency; dignity and respect; information and communication; and emotional support.

"Our newly introduced outpatient services research program provides our Distinguished Hospitals with a credible benchmark to assess their performance in serving patients and set targets for improved patient care," said Steven D. Wood, Ph.D., senior vice president and general manager of the Healthcare Division of J.D. Power and Associates. "Crozer-Chester Medical Center has achieved an elite status in qualifying as a distinguished outpatient service organization by providing their outpatients with an exceptionally positive outpatient experience."

Crozer-Chester Medical Center exceeded the national benchmark study score for overall outpatient satisfaction. In comparison to the national study, the hospital performed exceptionally well on providing emotional support, particularly in the trust and confidence that patients have in the skill level of the primary caregiver. They also scored well on the primary caregiver's willingness to answer questions and concerns about the patients' condition and treatment.

In addition, Crozer did well in the area of overall speed and efficiency. In particular, it showed the greatest difference from the national norm in the speed and efficiency of the primary caregivers and also of the discharge staff.

Patients were asked to rate their level of trust and confidence in the hospital after their outpatient visit. More than three in five patients indicate they have more or much more trust and confidence in the hospital after their most recent visit. Furthermore, overall trust and confidence in the hospital is much higher among Crozer patients than of patients comprising the national average.

"This outpatient services distinction is another impactful way for hospitals and freestanding centers to differentiate themselves from other hospitals in their service area, while motivating higher levels of patient care and service," said Wood. "The program also affords outpatient programs a chance to recognize their caregivers, physicians and administrative staff for a job well done."

Non-government, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient services, emergency department services, as well as outpatient services. Distinction is valid for one year, after which the hospital may reapply for this recognition.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education and BusinessWeek. The Corporation has more than 300 offices in 40 countries. Sales in 2004 were $5.3 billion. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts: John Tews Peter Dadlani Director, Media Relations Supervisor, Media Relations J.D. Power and Associates J.D. Power and Associates Troy, Mich. Westlake Village, Calif. (248) 312-4119 (805) 418-8103 john.tews@jdpa.com peter.dadlani@jdpa.com Maria Stearns Assistant Director of Public Relations and Marketing Crozer-Chester Medical Center Springfield, Pa. (610) 447-6314 maria.stearns@crozer.org

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/

Photo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-aPRN Photo Desk, photodesk@prnewswire.com

J.D. Power and Associates

CONTACT: John Tews, Director, Media Relations, Troy, Mich.,+1-248-312-4119, john.tews@jdpa.com, or Peter Dadlani, Supervisor, MediaRelations, Westlake Village, Calif., +1-805-418-8103, peter.dadlani@jdpa.com,both of J.D. Power and Associates; or Maria Stearns, Assistant Director ofPublic Relations and Marketing of Crozer-Chester Medical Center, Springfield,Pa., +1-610-447-6314, maria.stearns@crozer.org

Web site: http://www.jdpower.com/http://www.mcgraw-hill.com/

Source: PRNewswire

More News in this Category