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John Tews
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Bill McShane
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J.D. Power and Associates Reports:St. John’s Mercy Medical Center Recognized for Providing an Outstanding
Maternity Experience
WESTLAKE VILLAGE, Calif.: 5 August 2008 — St. John’s Mercy Medical Center, a 979-bed, not-for-profit hospital in St. Louis, Mo., has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program.SM This distinction acknowledges a strong commitment by St. John’s Mercy Medical Center to provide “An Outstanding Patient Experience” for its maternity services.
The service excellence distinction was determined by surveying recently discharged patients from St. John’s Mercy Medical Center on their perceptions of their maternity visit 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 St. John’s Mercy Medical Center patients focuses on the five key drivers of patient satisfaction with their overall hospital experience. These drivers, which were identified in the national study, are: dignity and respect; speed and efficiency; comfort; information and communication; and emotional support.
“Being recognized among this elite group of hospitals demonstrates the commitment to service excellence held by the doctors, nurses and staff of St. John’s Mercy Medical Center,” said Kevin Lieb, senior director of provider programs at J.D. Power and Associates. “As in any other service industry, it is critical for hospitals to provide patients with a consistent, positive experience.”
St. John’s Mercy Medical Center exceeds the national benchmark study score for overall patient satisfaction, performing particularly well in treating patients with dignity and respect. The hospital receives notably high ratings for the courtesy of doctors and nurses and the respect given for patient privacy.
The hospital also performs well in providing patients with a comfortable stay, specifically in the doctors’ and nurses’ concern for controlling pain, as well as their concern for patient comfort during procedures.
The number of maternity patients who indicate they have “more” or “much more” trust and confidence in the hospital after their most recent stay is higher among St. John’s Mercy patients compared with the national average. Three-fourths of St. John’s Mercy patients indicate they “definitely will” return if they need similar services again.
“We are thrilled that St. John's Mercy Medical Center has been recognized by J.D. Power and Associates for an outstanding patient experience in maternity care,” said Denny DeNarvaez, president and CEO of St. John’s Mercy Medical Center. “We strive to deliver the best care possible to our mothers and their babies in a compassionate manner, and this honor confirms that our maternity patients find St. John’s Mercy to be a welcoming place.”
Non-government, acute-care hospitals throughout the nation are eligible for recognition in the J.D. Power and Associates Distinguished Hospital Program for inpatient, emergency department, outpatient, and maternity services. Distinction is valid for one year, after which the hospital may reapply for recognition.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. 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 such as 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 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
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John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
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Bill McShane
St. John’s Mercy Medical Center
Media Relations
St. Louis
, MO
USA
(314) 251-6906
bill.mcshane@mercy.net
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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. www.jdpower.com/corporate # # #
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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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