A recent report by Press Ganey Associates, Inc. ranks the Avera Sacred Heart nurses at the 98th percentile – or the top 2 percent in the nation – in overall patient satisfaction. The report compiled the perceptions of 332 patients over three months compared to over 1,037 facilities across the country. The survey concentrates on nurses working on inpatient units, which include medical and surgical floors, obstetrics, pediatrics and intensive care.
In addition, nurses in the emergency department were again ranked at the 99th percentile by patients for overall satisfaction with their services. This is the fifth consecutive quarterly report where both the Avera Sacred Heart Emergency Department and its nursing staff were placed at the top one percent ranking as compared to 969 emergency departments nationwide. Home health nurses were ranked at the 96th percentile.
"This is a wonderful achievement," said Barbara Larson, RN, vice president of Patient Care Services. "This high ranking demonstrates our staff's sincere commitment to providing a high level of service excellence to our patients and families."
Larson explained that the survey results are especially appreciated as a national survey firm independently evaluates them. "The results reveal that Avera Sacred Heart nurses are caring, kind, hard-working, courteous, attentive and more," continued Larson. "I am very proud of our staff and they should be proud of the excellent care they provide, often under difficult situations."
Three years ago, when ASHH had completed its first year of Press Ganey surveys, the scores were above the national norms, but not at the "best-of-the-best" level, according to Larson.
Avera Sacred Heart began taking a proactive stance on customer satisfaction by organizing a customer satisfaction team involving the staff and used Press Ganey reports and expertise.
"Our commitment to patient satisfaction is being demonstrated in every area of hospital operations," said Pamela J. Rezac, Ed.D., president and CEO. "Our staff has embraced the goal to provide world-class service to customers. They work together and share positive ways to meet and exceed our patients' expectations."
To further enhance patient care at the bedside, Avera Sacred Heart nurses have been selected to participate in a national study titled Transforming Care at the Bedside. The two-year study is paid for through a $1 million grant from the Robert Wood Johnson Foundation.