In-patient satisfaction leads to healthcare industry firm’s top award for sixth consecutive year.
DUARTE, Calif. — City of Hope has again gained recognition for its excellence in quality care by perhaps the most meaningful measure of all: patient satisfaction. Positive patient feedback has earned City of Hope its sixth consecutive Press Ganey Guardian of Excellence Award.
Press Ganey, the healthcare industry’s leading performance-improvement firm, honors medical centers that have reached the 95th percentile for patient satisfaction with the Guardian of Excellence Award – formerly known as the Summit Award. The award is based on a feedback from hundreds of City of Hope patients surveyed by Press Ganey on a variety of topics related to their hospital stay, including general satisfaction with services, speediness of admission, room cleanliness and staff courtesy. The award focuses on clinical quality, employee engagement, patient experience and physician engagement.
“Our faculty, nurses and staff are remarkably knowledgeable, but their skills are far greater than knowledge and experience alone,” said Alexandra Levine, M.D., M.A.C.P., chief medical officer at City of Hope. “They truly care for our patients and their families, and this makes all the difference in the world.”
The survey considers not only the quality of medical care and expertise, but all aspects of the patient experience. City of Hope’s five years of outstanding satisfaction is a tribute to the dedication of staff member who has an interaction with a patient or cares for the facility.
“City of Hope’s most important critics are our patients, and their praise for our physicians, nurses, researchers and support services is because here, we put patient care first,” said Marty Sargeant, chief operating officer. “These results provide a solid endorsement of our efforts to elevate our levels of service, from a patient’s first contact with us through their follow-up care.”
All Press Ganey clients are considered for the awards. The firm currently partners with more than 10,000 healthcare facilities – including more than 40 percent of U.S. hospitals – to measure and improve the quality of their care.
As a National Cancer Institute designated Comprehensive Cancer Center, City of Hope treats patients with complex and serious illness, requiring highly specialized care, said Tricia Kassab, R.N., M.S., vice president of Enterprise Quality and Safety.
“We have extremely knowledgeable and superb nurses, pharmacists and ancillary personnel,” Kassab said. “Because our medical staff is so highly specialized in oncology, our patients receive targeted therapies that are aimed not just at treating the patient, but curing the patient. That’s the key difference in care offered at comprehensive cancer centers.”
About City of Hope
City of Hope is a leading research and treatment center for cancer, diabetes and other life-threatening diseases. Designated as a comprehensive cancer center, the highest recognition bestowed by the National Cancer Institute, City of Hope is also a founding member of the National Comprehensive Cancer Network, with research and treatment protocols that advance care throughout the nation. City of Hope’s main hospital is located in Duarte, Calif., just northeast of Los Angeles, with community clinics in southern California. It is ranked as one of "America's Best Hospitals" in cancer by U.S.News & World Report. Founded in 1913, City of Hope is a pioneer in the fields of bone marrow transplantation and genetics.