Oakwood Heritage Hospital honored as "Top Improver"

Oakwood Heritage Hospital in Taylor is one of only 10 hospitals nationwide to be recognized with a Top Improver award by Press Ganey Associates, Inc.

The award, which is based on patient satisfaction scores, represents the ongoing goal of ensuring every single patient has a memorable experience with the hospital, said Kelly C. Smith, chief operating officer of Oakwood Heritage Hospital.

“I am very proud of the entire team at Oakwood Heritage Hospital and I am pleased for our community,” Smith said. “This award symbolizes our never-ending quest to always deliver very good care to our patients.”

For the 2010 award, Press Ganey looked at facilities that ranked in the top five percent of improvers across the country. Only 29 facilities nationally -— and only 10 inpatient facilities across the country -— were honored from among the more than 2,000 facilities that participate with Press Ganey in the United States. The award recognizes facilities that have shown continuous improvement in patient, physician or employee satisfaction scores.

“Their dedication to continuous improvement serves as a model for all,” said Richard B. Siegrist, Jr., chief executive officer of Press Gainey Associates, Inc.

The team at Oakwood Heritage embraces a philosophy of “patients come first,” Smith said. To demonstrate this philosophy, the team implemented a number of key strategies that emphasize customer service as the number one priority. The leader of each unit visits with all patients every day to ensure they are happy and healthy, Smith said. On rounds, nurses and aides visit patients at least every hour to keep them informed and comfortable. They also call patients at home after they are discharged to check on how they are feeling and to answer any additional questions. Further, the team does many spontaneous things for patients, such as providing special meals, custom notes, treats and small gifts to make them smile.

Brian Connolly, president and chief executive officer of Oakwood Healthcare Inc., said the staff at the hospital provides an outstanding model for all employees across the system to follow.

“At Oakwood, it is our privilege to provide high-quality patient care with a personalized touch," he said. "I am immensely proud of the staff at Oakwood Heritage Hospital for receiving national recognition for their achievements in patient satisfaction. Their commitment to those we serve inspires all of us.”

Oakwood Heritage Hospital in Taylor, Michigan.