Baptist Health System
This five-hospital system was selected because of significant strides it has made in improving patient satisfaction, employee satisfaction and market share in the past 20 months. Among the achievements noted as reasons for selecting BHS as the October Fire Starter are: inpatient satisfaction rating at the 90th percentile, outpatient satisfaction rating at the 82nd percentile, and emergency department patient satisfaction at the 99th percentile - all higher than the Vanguard Health Systems’ ratings and the national ratings.
We were a system that operated in silos with relatively high turnover, lack of employee pride, minimal communication, bleak financials, and very low patient satisfaction. With these barriers it is apparent why we were struggling to live our mission (Provena Health, a Catholic health system, builds communities of healing and hope by compassionately responding to human need in the spirit of Jesus Christ), our vision (Provena Health providers are known for clinical and service excellence, and are the preferred provider of choice based on responsiveness to community needs, quality, value, and innovation) and our values (Respect, Integrity, Stewardship, Excellence).
Memorial Healthcare System
With dynamic leadership, clear vision and a vibrant and positive working environment, Memorial Healthcare System continues to meet challenges and build on its strength as a healthcare leader.
St. Elizabeth Community Hospital
Serving many growing rural communities in Northern California for nearly 100 years, the outstanding staff at St. Elizabeth Community Hospital has been dedicated to providing the best care possible, with the efforts of everyone in all areas of the hospital. With new focus employee satisfaction increased, patient satisfaction increased and physician satisfaction scores were addressed and showed impressive improvements.
Redding Medical Center Team
Redding Medical Center began its journey towards excellence as part of Tenet Healthcare System’s Target 100 initiative in July of 2001. The facility embraced the tools of the Studer Group. These aids helped the hospital create a results-oriented culture. The hospital’s overarching goal was to be the hospital of choice for employees, patients and physicians in far Northern California.
St. Mary’s Medical Center
St. Mary’s view this designation as an acknowledgement of our determination to make a true cultural change in our organization. While special thanks goes to Sr. Diane Bushee, S.A.C., St. Mary’s Vice President of Mission Integration, for her unwavering commitment to building service excellence at St. Mary’s, we dedicate this Fire Starter Award to each and every employee, physician and volunteer who has joined us on this journey.
The Pekin Hospital Team
Over the past year, Pekin has achieved results. As all great success stories go, it all started with a commitment at the top. Pekin’s Board of Directors and CEO, Doug Wilson, made a commitment in 2002 to focus on customer service and quality. That commitment paid off and has had some very impressive results. Press Ganey patient satisfaction had soared, employee opinion survey results have a very high baseline to start form, and a physician CME on communication and customer service has been outstanding.
The Team of Frye Regional Medical Center
Frye Regional Medical Center in Hickory, North Carolina, earned the highest patient satisfaction scores in 2003 out of 117 hospitals in Tenet, HealthCare, the second largest healthcare organization in America. This solidified Frye as a Five Star hospital, one of only three in Tenet and a national leader in the area of patient satisfaction. "This is a tremendous honor for our dedicated staff and shows our commitment to patient satisfaction," said Frye CEO Dennis Phillips. "We do not just talk about patient satisfaction at Frye, we live it every day."