Hospital wins national award for patient satisfaction


Spectrum Health Blodgett Hospital in East Grand Rapids was founded in 1846. Courtesy Spectrum Health

A local hospital has won a national award that recognizes top-performing facilities that have consistently achieved the 95th percentile of performance in patient satisfaction.

Spectrum Health's Blodgett Hospital in East Grand Rapids has been named a 2013 Guardian of Excellence Award winner by Press Ganey Associates.

Press Ganey does business with more than 10,000 health care facilities, including more than half of all U.S. hospitals, to measure and help improve patient satisfaction, and the award is based on its client base.

Five percent of all Press Ganey clients achieve it and consistently maintain it for the one-year reporting period.

“Our employees make an extraordinary effort every day to ensure that our patients have a positive experience while they are here,” said Paul Bonis, president of Spectrum Health Blodgett Hospital. “It is a tremendous honor to be ranked among the best hospitals in the nation. This is a great reflection on all our employees and physicians.”

Bonis credits much of Blodgett’s Hospital’s Press Ganey ranking due to a Blodgett Pride initiative started in 2011, which involved front-line staff in all departments.

Their focus included first impressions, providing a warm welcome and safety improvements. Improvements are maintained by leadership teams regularly making the rounds through the hospital.

Grand Rapids hospitals

None of the other hospitals in Grand Rapids received the award from Press Ganey.

Ellen Bristol of Metro Health said the hospital does not use Press Ganey to measure patient satisfaction. It uses HealthStream.

A spokesperson for Mercy Health Saint Mary’s said it did not receive the award and has “been making significant improvements in the area of patient satisfaction.”

Francie Dietrich, vice president of quality at Mary Free Bed, said MFB uses the Press Ganey patient satisfaction survey for patient rehab programs.

She added she believes the award is for performance over three years, in all services offered by the institution, “and we’re just beginning to add additional service lines.”

“I think we’re not eligible yet, but we’re definitely looking forward to that type of recognition in the future,” Dietrich said. “Our inpatient rehab currently performs in the top ten percent nationally, compared to other rehab facilties.”

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