(November 2007) - Baptist Hospitals of Southeast Texas is proud to announce that Press Associates, Inc., the nationwide health care industry's leading independent vendor of satisfaction measurement improvement services, has recognized Baptist Hospitals of Southeast Texas with the Press 2007 Compass Award. This award honors the hospitals'outstanding achievements in customer service performance improvement over the past two years.
Press Ganey currently partners with more than 7,000 health care facilities - including nearly 40% 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 Compass Award recognizes facilities that show the most improvement over two years in overall patient satisfaction. The Press Compass Award is a coveted symbol of achievement in the health care satisfaction industry that is bestowed annually. This recognition was also bestowed on Baptist Hospitals of Southeast Texas in November 2005.
As new trends emerge in the health care industry, hospitals are more focused on looking and acting like full-service hotels. Medical facilities are placing a stronger emphasis on patient satisfaction through improved physical appearances, building and service-oriented cultures. "This new look and feel for medical facilities is being shaped by advances in technology and a desire to create settings that offer patients a sense of hospitality and improved healing," stated David Parmer, CEO. In order to achieve the goal of improving patient satisfaction, management identified the need to create a hospital-wide customer service initiative. Their decision hinged on the idea that it is imperative that there be a fundamental change in culture rather than the implementation of a series of short-term programs. With our commitment to exceptional customer service, our Sacred Work philosophy was created. This customer-based program focuses on institutional values of courtesy, respect, teamwork, responsiveness, communication and professionalism.
The results are readily evident. Not just in the improved patient satisfaction scores, but in the feeling of "family" that has emerged. Employee satisfaction has increased significantly and morale has greatly improved. These customer service initiatives, coupled with our focus on achieving excellent clinical outcomes, will continue to prove rewarding for employees, physicians, patients and their families.