Positive patient feedback leads to health care industry firm’s top award for seventh year
DUARTE, Calif. — For the seventh year in a row, City of Hope has received national recognition for its top-quality patient care from Press Ganey, an independent arbiter of patient satisfaction. Both awards received by City of Hope – the Press Ganey Guardian of Excellence Award and the Pinnacle of Excellence Award – are based on patient feedback surveys.
Press Ganey, the health care industry’s leading performance improvement firm, presents the Guardian of Excellence Award to medical centers that have reached the 95th percentile for inpatient satisfaction. This year’s award marks City of Hope’s seventh consecutive year of receiving the honor.
The Pinnacle of Excellence Award recognizes those institutions that maintain consistently high levels of excellence across multiple years.
“Providing our patients with the highest quality of care and compassion, as well as access to the most advanced treatments, is what we strive for at City of Hope,” said Alexandra Levine, M.D., M.A.C.P., chief medical officer at City of Hope. “These awards are determined based on the feedback that is the most important to us – that of our patients.
“City of Hope’s staff – from nurses and physicians to researchers, pharmacists, technicians and support services – are committed to our patients, and we are continually improving their experience and the care we provide,” she added.
The Guardian of Excellence Award is based on feedback from hundreds of City of Hope patients surveyed 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 top-notch staff and physicians demonstrate the highest level of care and are vigilant in addressing the patient’s emotional needs,” said Tricia Kassab, R.N., B.S.N., M.S., vice president of enterprise quality and patient safety. “Our interdisciplinary team approach focuses on providing the best experience for our patients.”
City of Hope was one of only 29 institutions in the nation awarded the Pinnacle of Excellence Award for patient experience for 2015. 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.
About City of Hope
City of Hope is an independent 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, California, just northeast of Los Angeles, with clinics throughout 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.
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