J.D. Power and Associates Reports: Norton Hospital and Norton Suburban Hospital Recognized for Providing an 'Outstanding Inpatient Experience'
Posted on: Thursday, 5 April 2007, 12:00 CDT
WESTLAKE VILLAGE, Calif., April 5 /PRNewswire/ -- Norton Hospital, a 702-bed, not-for-profit acute care hospital and Norton Suburban Hospital, a 343-bed, not-for-profit acute care hospital, in Louisville, Ky., have been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program(SM). This distinction acknowledges a strong commitment by both hospitals to provide an "Outstanding Inpatient Experience." This is the second consecutive year Norton Hospital is being recognized for its inpatient services.
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The service excellence distinction was determined by surveying recently discharged patients from Norton Hospital and Norton Suburban Hospital on their perceptions of their hospital stay and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Hospital Service Performance Study(SM).
The telephone-based research conducted among Norton Hospital and Norton Suburban Hospital patients focuses on the five key drivers of patient satisfaction with their overall hospital experience. These drivers, which were identified in the national study, are: dignity and respect; speed and efficiency; comfort; information and communication; and emotional support.
"Based on the rigorous standards of our national hospital service performance research, only 20 percent of the hospitals in the nation will be qualified to achieve this distinction," said David Stefan, executive director of the healthcare division at J.D. Power and Associates. "Norton Hospital and Norton Suburban Hospital are among an elite class of hospitals."
Norton Hospital and Norton Suburban Hospital, which are part of the Norton Healthcare not-for-profit health care system, each exceeded the national benchmark study score for overall patient satisfaction. In comparison to the national study, Norton Hospital performed especially well on providing information and communication to its patients. It particularly scored high marks on giving patients a clear explanation of the procedure as well as an explanation of how to manage their care after leaving the hospital. Norton Suburban was exceptionally strong in providing comfort to patients. The hospital performed extremely well in areas such as the comfort of the bed and the food, overall.
In addition, Norton Hospital did well in terms of its overall speed and efficiency, specifically in the availability of the doctor and the speed and efficiency of the discharge personnel. Norton Suburban also achieved a high score in speed and efficiency, particularly in the speed and efficiency of the tests and treatments and discharge personnel.
Patients were asked to rate their level of trust and confidence in the hospital after their most recent stay. Nearly two in three Norton and Norton Suburban patients indicate they have more or much more trust and confidence in the hospital after their most recent stay. Furthermore, overall patient trust and confidence for the two hospitals is much higher than that of patients comprising the national average.
"Norton Hospital and Norton Suburban Hospital received this distinction by providing inpatients with a consistent and positive experience," said Stefan. "The caregivers, physicians and administrative staff can be proud of their contribution to the care and health of their community. On a broader note, at a time when consumers are increasingly exerting influence over the delivery of their care and seeking credible resources to make well-informed decisions, being recognized by J.D. Power and Associates as a Distinguished Hospital enables Norton Hospital and Norton Suburban Hospital and other distinguished hospitals to effectively communicate this outstanding accomplishment in the communities they serve."
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, performance improvement, 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, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts: John Tews Monica Favorite J.D. Power and Associates J.D. Power and Associates Troy, Mich. Westlake Village, Calif. (248) 312-4119 (805) 418-8883 john.tews@jdpa.com monica.favorite@jdpa.com Steve Menaugh Vice President, Public Relations & Communications Norton Healthcare Louisville, KY (502) 629-8646 (502) 599-0422 (cell) (502) 421-5712 (24/7 media pager) steve.menaugh@nortonhealthcare.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, +1-248-312-4119, john.tews@jdpa.com, or MonicaFavorite, +1-805-418-8883, monica.favorite@jdpa.com, both of J.D. Power andAssociates; or Steve Menaugh, Vice President, Public Relations &Communications of Norton Healthcare, +1-502-629-8646, or cell,+1-502-599-0422, or 24/7 media pager, +1-502-421-5712
Web site: http://www.jdpower.com/
Source: PRNewswire
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