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"Because patients place a high value on the service aspects of their hospital stay, providing patients with a consistent, positive experience is as important to hospitals as it is to any other service industry," said David Stefan, executive director of the healthcare division of J.D. Power and Associates.
"Everyone in our organization is very honored to receive this recognition for providing exemplary inpatient care," said Alice Gerard, President and CEO of Bay Regional Medical Center. "To earn this distinction for the second year in a row is especially gratifying. Our focus is on serving the needs of our patients as we pursue high quality outcomes in all areas of health care. This award is further evidence of that commitment."
The service excellence distinction was determined by surveying a random sample of recently discharged patients from Bay Regional on their perceptions of their hospital stay and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Hospital Service Performance Study(SM).
The telephone-based research conducted among Bay Regional patients focuses on the five key drivers of patient satisfaction with their overall hospital experience. These drivers, which were identified in the national study, include: dignity and respect; speed and efficiency; comfort; information and communication; and emotional support.
Bay Regional Medical Center exceeded the national benchmark target study score for overall patient satisfaction. The hospital performed particularly well compared to the national study in the speed and efficiency with which the staff delivered care to their patients. The hospital received high ratings in this area relative to the national study for the nurses' promptness in responding to the call button and the speed and efficiency of discharge personnel.
Bay also performed well relative to the national study on keeping its patients informed, especially on the explanation of how to manage care after leaving the hospital and the nurses' ability to explain the condition and treatment.
Additionally, patients were asked to rate their level of trust and confidence in the hospital after their most recent stay. Among Bay patients, 70 percent indicate they have more or much more trust and confidence in the hospital after their most recent stay. Furthermore, Bay patients are more likely to experience increased trust and confidence in their hospital because of their experience, as compared to the national average.
Non-government, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient services, emergency department services, as well as outpatient services. Distinction is valid for one year, after which the hospital may reapply for this recognition.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands including Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2005 were $6.0 billion. Additional information is available at http://www.mcgraw-hill.com.
About Bay Regional Medical Center
Bay Regional Medical Center is part of McLaren Health Care, an integrated health care system serving a 25-county region, employing 14,000 people, and generating annual revenues in excess of $2.3 billion. McLaren's medical staff of 2,000 physicians is one of the largest in Michigan.
Media Relations Contacts:
John Tews Syvetril Perryman
J.D. Power and Associates J.D. Power and Associates
Troy, Mich. Westlake Village, Calif.
(248) 312-4119 (805) 418-8554
john.tews@jdpa.com syvetril.perryman@jdpa.com
Kurt Miller
Director, Marketing and Public Relations
Bay Regional Medical Center
Bay City, Mich.
(989) 894-8651
kbmiller@bhsnet.org
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com
