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Friday, November 23, 2012 - Paul Oliver Receives National Summit Award


Paul Oliver Memorial Hospital was recently honored by Press Ganey at a
conference in Washington, D.C.

Paul Oliver Receives National Summit Award
Hospital recognized for patient satisfaction in emergency department

Benzie County residents and visitors readily share their gratitude for the 24/7 emergency care at Paul Oliver Memorial Hospital.

“My mother needed to go to the hospital because she was not feeling well and then she went into a full cardiac arrest,” one resident wrote. “If our community did not have a hospital and the quality of staff that we have in our ER, she would not be here today.”

That comment from a patient satisfaction survey is typical of comments the hospital regularly receives. Other examples of comments include:
• “Prior to this experience, I had only been in large, city hospitals which were so much less personal and supportive than Paul Oliver Memorial’s Emergency Department. I cannot think of any suggestion for improving your services.”
• “Every person who treated me deserves praise for their skill and their ‘bedside manner.’”
• “On a Sunday morning when my doctor was not available, the pain became more than I could endure and I did not want to wait until Monday to see my doctor. The POMH visit was excellent in all respects.”
• “Entire ER staff was very responsive, informative, and professional. Blood tests came back amazingly fast.”

Recently Paul Oliver Memorial Hospital received notification from the nation’s largest patient satisfaction organization that it once again rose to the top in patient satisfaction scores for its Emergency Department services. The hospital’s consistent high levels of excellence in patient satisfaction during the past three years has earned it a 2012 Press Ganey Summit Award.

“The Summit Award is one of Press Ganey’s most prestigious honors. You and your team should take great pride in this achievement,” wrote Patrick T. Ryan, CEO of Press Ganey, in informing the hospital of the award. “We are proud to partner with Paul Oliver Memorial Hospital. Achieving this level of excellence in patient satisfaction reflects the organization’s commitment to delivering outstanding service and quality.”

Press Ganey recently honored Paul Oliver’s Emergency Department at an awards ceremony in Washington, D.C. The award represents the fourth year in a row that the Emergency Department has been recognized. Only 24 hospitals across the nation were honored for Emergency Department care.

“I am very proud of our Emergency Department staff, nurses, and providers because Paul Oliver Memorial Hospital has won this award more often than any other hospital in the state,” Austin said. He said he also is proud of all of the employees and departments at the hospital and their focus on serving patients. “As part of the Munson Healthcare system we offer Benzie-area residents the best of both worlds – quality local care and access to some of the most widely respected medical specialists in the country.”

No other hospital in Michigan achieved a Summit Award for Emergency Department care this year. And only one other hospital in the state has ever won the Emergency Department Summit Award – Henry Ford Hospital in Wyandotte achieved the award a single time.

Press Ganey partners with more than 10,000 health care facilities, including more than half of all U.S. hospitals to measure and improve the patient experience. The Summit Award honors hospitals that rank in the top 5 percent in the U.S. for patient satisfaction for three years in a row.

Austin said the hospital also is proud of its patient satisfaction in its outpatient departments with comments such as:
• “I have been getting my mammograms done at Copper Ridge for a number of years… I am glad I returned to Frankfort this year. The staff, services and facility were excellent. Thank you!”
• “The person who did the CT scan was very helpful and courteous.”
• “I always go to Paul Oliver unless some treatment isn't done there. Always recommend facility to others.”
• “Everyone in the lab or helping the patient is always very cheerful and the lab itself is a cheery place considering what you're there for.”

“Our Press Ganey recognition should give our community continued confidence in the level of care here,” Austin said. “We appreciate the support of our residents and the positive feedback we continue to receive from patients.”