J.D. Power and Associates Reports:
Four Carolinas HealthCare System Hospitals Recognized
For Providing an Outstanding Maternity Experience
WESTLAKE VILLAGE, Calif.: 12 August 2009 - Carolinas Medical Center, Carolinas Medical Center-NorthEast, Carolinas Medical Center-Pineville and Carolinas Medical Center-University have been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program.SM This distinction acknowledges a strong commitment by these hospitals-which are part of the Charlotte, N.C.-based Carolinas HealthCare System (CHS)-to provide "An Outstanding Maternity Experience."
"In earning this distinction, Carolinas Medical Center, Carolinas Medical Center-NorthEast, Carolinas Medical Center-Pineville and Carolinas Medical Center-University and have truly demonstrated their commitments to service excellence," said Kevin Lieb, senior director of provider programs at J.D. Power and Associates. "Providing patients with a consistently positive experience is crucial, particularly with the high value placed on the service aspects of their maternity stay."
The service excellence distinction was determined by surveying recently discharged patients from Carolinas Medical Center, Carolinas Medical Center-NorthEast, Carolinas Medical Center-Pineville, and Carolinas Medical Center-University about their perceptions of their hospital stay and comparing the results to the national benchmarks established by the annual J.D. Power and Associates National Hospital Service Performance Study.SM
The telephone-based research conducted among patients of these four hospitals focuses on the five key drivers of patient satisfaction with their overall maternity experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.
All four facilities exceed the national benchmark study score for overall maternity services satisfaction and perform particularly well, compared with the national study, in providing dignity and respect to patients. The hospital receives notably high ratings for respect for patients' privacy, courtesy of the nurses and courtesy of the discharge personnel.
Carolinas Medical Center performs well in providing patients with emotional support and comfort. Specifically, patients are pleased with nurses' concern for controlling pain; concern for patient comfort during procedures; and treatment of family and friends.
Carolinas Medical Center-NorthEast performs particularly well with regard to nurses' concern about controlling pain.
Carolinas Medical Center-Pineville performs well in speed and efficiency, particularly in regard to nurses' promptness in responding to the call button; nurses' performance in regular duties; and speed and efficiency of tests and treatments personnel. Carolinas Medical Center-University receives high ratings from patients for providing clear explanations of procedures.
Among patients of all four hospitals, more than two-thirds indicate they "definitely will" recommend the facility in which they stayed.
"People in the Charlotte region know they can rely on Carolinas HealthCare hospitals for quality care, but the key to their satisfaction is the degree of caring on the part of our staff," said Dennis Phillips, executive vice president of Carolinas HealthCare System. "Patients and families know they are more than just a number or just a disease when they come to us for care."
Nongovernmental, acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient, maternity, cardiovascular, emergency and 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 a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on 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 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com/.