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Medical Leader News - Patient satisfaction survey ranks PMC as number one in countryPatient satisfaction survey ranks PMC as number one in country
Several Pikeville Medical Center services ranked number one in the country according to a PRC (Professional Research Consultants, Inc.) survey of patients treated during April, May and June. The PRC survey compares PMC to more than 200 hospitals nationwide. The results showed that the hospital received the highest percentage of excellent ratings in the country in many areas.
PMC’s doctors received the number one ranking for their overall quality of care; for involving patients in decisions about care; for their instructions/ explanations of treatments and tests; and for their communication with patient/family.
Nurses at the medical center ranked number one for their promptness in responding to calls; their instructions/explanations; and their respect for patients’ privacy.
All PMC employees and doctors contributed to the number one ranking for discharge instructions; overall teamwork; and staff courtesy and friendliness.
The Radiology department received the top score for services they provided in the Neonatal Intensive Care Unit, Pediatrics, Obstetrics Unit, Cardiovascular Unit and to outpatients.
The admissions process completed by the hospital’s Central Registration staff received the highest ranking in three different units.
Environmental Services ranked number one in cleanliness on two floors and in the top five percent of the country on three other floors in the hospital. Overall, room accommodations also achieved top position.
PMC officials are very proud of the number one score the Rehabilitation Hospital obtained as patients would recommend it to friends and relatives.
The Neonatal Intensive Care Unit, Obstetrics Unit, Oncology Unit and outpatient services also ranked very high in the top 10 percent in the country for being recommended to friends and relatives.
Several units achieved number one rankings in several areas including the Neonatal Intensive Care Unit, Rehabilitation Hospital, Obstetrics Unit and Cardiothoracic Vascular Unit.
What’s more, Telemetry, Fast Track ER, Outpatient Surgery and outpatient services all received rankings in questions which placed them in the top 10 percent of the nation.
PMC Chief Operating Officer Debbie Puckett said she was thrilled with these results.
“I’m so proud of the doctors, nurses and ancillary services that received number one rankings as well as those who scored in the top 10 percent of the nation,” Puckett stated. “We’ve focused on customer service, and those efforts are evident in these results.”
Central Registration Director Teresa Mullins was also delighted by the top scores earned in the admission categories.
“We’ve implemented several changes such as bedside registration, and our staff members also have personal business cards they hand out to patients,” explained Mullins. “We’ve also decreased our average wait time for outpatients to six minutes and our average wait time for inpatients to four minutes. The scores reflect these changes.”
Environmental Services Manager Angie Wright credited training and hard-working employees for the excellent scores PMC received in the categories relating to her department.
“My employees work hard and take pride in what they do,” Wright said. “I make sure they have the proper training and equipment to perform their jobs. My employees are giving their best to reach our goal of being the cleanest hospital in the state.”
Brian Compton, Radiology manager, added “Our employees pride themselves on great patient care, and our PRC scores definitely reflect that type of commitment to patient care.” Women’s Services Director Brenda Chapman also recognized the contributions of her staff in achieving an outstanding level of patient satisfaction.
“I credit the staff for the excellent PRC scores that OB (Obstetrics) and NICU (Neonatal Intensive Care Unit) received,” commented Chapman. “The staff work diligently to provide the best patient care possible and are always pursuing areas and opportunities to improve upon. The staff are truly an asset to our facility and I feel privileged to have the opportunity to work with each and everyone of them.”
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