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John Tews
(248) 312-4119 |
Pam Marecki
(302) 744-7013 |
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J.D. Power and Associates Reports:
Bayhealth Medical Center Recognized for Providing an
Outstanding Inpatient Experience for a Second Consecutive Year
WESTLAKE VILLAGE, Calif.: 21 August 2008 — Bayhealth Medical Center, a 399-bed, not-for-profit healthcare system that includes Kent General Hospital in Dover, Del., and Milford Memorial Hospital in Milford, Del., has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital ProgramSM for a second consecutive year. This distinction acknowledges a strong commitment by Bayhealth Medical Center to provide its patients with “An Outstanding Inpatient Experience.”
The service excellence distinction was determined by surveying recently discharged Bayhealth Medical Center patients about 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 Bayhealth 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.
“Based on the rigorous standards established by our national hospital service performance research, only 20 percent of the hospitals in the nation are qualified to achieve this distinction,” said Kevin Lieb, senior director of provider programs at J.D. Power and Associates. “Being recognized for a second consecutive year is a testament to Bayhealth Medical Center’s commitment to customer service excellence.”
Bayhealth Medical Center exceeds the national benchmark study’s score for overall patient satisfaction, performing particularly well in treating patients in a speedy and efficient manner. The hospital receives notably high ratings for doctors’ coordination of care with nurses, followed by the nurses’ performance of regular duties.
Additionally, Bayhealth Medical Center performs well in providing patients with a comfortable stay, with particularly high ratings for doctors’ concern with controlling pain, and their concern for patients’ continued recovery and overall well-being.
The number of patients who indicate that they have “much more” trust and confidence in the hospital after their most recent stay is higher among Bayhealth Medical Center patients, compared with the national average. Nearly 50 percent of all Bayhealth Medical Center patients who were surveyed report being “delighted” with their hospital services, compared with an average of 34 percent in the national study.
“We are honored to receive this distinction from J.D. Power and Associates for the second time in a row,” said Dennis E. Klima, president and CEO of Bayhealth Medical Center. “Receiving recognition for the high level of patient satisfaction we achieve at Bayhealth exemplifies the care and dedication shown every day by our physicians, employees and volunteers.”
Nongovernmental, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient, emergency department, outpatient, and maternity 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 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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Pam Marecki
Bayhealth Medical Center
Media Relations
Dover
, DE
USA
(302) 744-7013
pam_marecki@bayhealth.org
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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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