Parkview Health has been honored by NRC Health with the 2023 Excellence in Patient Experience Award, recognizing the top-performing hospitals and health systems in the nation for their excellence in delivering outstanding patient experiences across the continuum of care.
Parkview Health was selected for its first-place ranking among medium-sized hospital networks. Recipients join a group of winners that have demonstrated a commitment to improving the care experience, earning top satisfaction ratings from patients and their families, according to a release from Parkview. Winners are annually selected based on receipt of exceptional, real-time patient feedback using Net Promoter Scores (NPS). NPS is a standardized index that measures customer satisfaction and loyalty.
"The excellence Parkview Health has demonstrated to better understand patient needs and inspire an exceptional experience embodies NRC Health's mission to bring human understanding to healthcare," said Helen Hrdy, chief growth officer at NRC Health. "This accomplishment requires the effort of an entire team. Congratulations to Parkview for this achievement."
The Excellence in Patient Experience Award is given to a hospital system or individual facility based on size. Parkview Health won this year's medium health system award, given to one provider with five to 24 hospitals measuring across the continuum of care. The award is based on scores for the "Would Recommend Facility" question in patient surveys during the time period of April 1, 2022, through March 31, 2023.
"At Parkview, our true north is to provide excellent care, every day, to every person who walks through our doors – both physically and virtually – whether it's for an annual physical or a major surgical procedure," said Dena Jacquay, chief administrative officer, Parkview Health. "This award is a direct result of the feedback from our patients about their Parkview experience, so being recognized by NRC Health is a testament to our co-workers' dedication and focus on excellence."
Surveys are an important tool for Parkview's Patience Experience team, which utilizes that feedback to recognize services lines that are providing an exceptional experience for their patients, uncover challenges or make improvements.
"There's no better way to improve than hearing directly from our patients about what they liked or what they didn't like about their experience with Parkview," said Tanya Hammon, director, patient experience. "That feedback allows us to continually review our practices and make adjustments as needed, all in hope of ensuring that patients get high-quality care and a world-class experience every time."
Parkview contracts with NRC Health as a third-party vendor to distribute, collect, aggregate and analyze responses from post-visit questionnaires completed with patients via email, text or phone. Patients provide ratings for different aspects of their recent visit and also have the opportunity to add comments about their experience. In 2022, more than 270,000 patients answered a survey after their visit. A few examples are provided below.
"The nursing staff and everyone at Parkview was absolutely, excellent. And the nurse that took care of me, Angel, was exceptional, she did a great job keeping my spirits up and explaining things. Kudos to the nursing staff and particularly Angel," wrote one patient who had an outpatient surgery.
"The CMA Tracy was awesome. I really appreciated how she interacted with my child. She was able to get a smile out of him," said a parent at the Liberty Mills walk-in clinic.
"I am beyond grateful and thankful with the care and service I received while I was in the hospital. Thank you for saving my life," said a Parkview Randallia Hospital patient.