Patient satisfaction: City of Hope earns 2 Press Ganey awards

November 25, 2013 | by Nicole White

City of Hope excels in patient care – and that's according to City of Hope patients.

City of Hope Helford Hospital City of Hope has earned two prestigious patient care awards from Press Ganey, which bases the honors on patient surveys.

The institution recently earned two prestigious Press Ganey Awards for top-quality patient care – its fifth consecutive year of being honored by the  health care industry’s leading performance-improvement firm.

City of Hope received both the Guardian of Excellence Award and the Beacon of Excellence Award. The Guardian of Excellence Award, formerly known as the Summit Award, honors hospitals that have reached the 95th percentile for patient satisfaction. The award is given annually based on a single year of data. City of Hope received the Summit Award the past four years.

The Beacon of Excellence Award is awarded to institutions that have maintained consistently high levels of excellence in patient satisfaction for three years; or – for two years – consistently high levels of excellence in employee engagement, physician engagement or quality performance. City of Hope was one of only 26 institutions in the nation recognized for patient satisfaction.

All Press Ganey clients are considered for the awards. The firm currently partners with more than 10,000 health care facilities – including more than 40 percent of U.S. hospitals – to measure and improve the quality of their care.

“Serving patients by providing the highest quality of care and access to the most advanced treatments is our mission at City of Hope,” said Alexandra M. Levine, M.D., M.A.C.P., chief medical officer at City of Hope. “These awards are determined based on the feedback of our patients, our most important critics. Their praise is the result of a staff – from nurses and physicians to researchers and support services – that puts patients as their first priority. These honors reaffirm our commitment to continually improving the experience for our patients, and the care we provide.”

Press Ganey surveys patients after discharge from hospital care on a variety of topics related to their stay, including general satisfaction with the hospital’s services, speediness of admission, room cleanliness and staff courtesy. Feedback from hundreds of City of Hope patients was considered and analyzed by Press Ganey, and results were compared with those facilities of a similar size.

“City of Hope’s dedication to patient care is evident with the interdisciplinary team approach and level of support from nursing, physicians and ancillary services,” said Tricia Kassab, R.N., M.S. enterprise vice president of quality and patient safety.

That dedication has been noticed.



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