C.E.O. Doug Arnold presents award to Chris Chapman
SHEFFIELD – Helen Keller Hospital was recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program in a ceremony Wednesday. This distinction acknowledges a strong commitment by the hospital to provide “An Outstanding Inpatient Experience.”
“In achieving certification for inpatient services, Helen Keller Hospital is consistently demonstrating its ability to provide outstanding service from the moment patients arrive at the hospital to the time they are discharged,” said Richard Millard, senior director of the healthcare practice at J.D. Power and Associates.
Board Member Patrick Smith and Pat Shoemaker
The service excellence distinction was determined by surveying recently discharged patients about their perceptions of their hospital visit and comparing the results to the national benchmarks established in the annual J.D. Power and Associates National Hospital Service Performance Study.
The telephone-based research conducted among Helen Keller Hospital patients focuses on the five key drivers of patient satisfaction with their overall experience. These drivers, which were identified in the national study, are speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.
Helen Keller Hospital exceeds the national benchmark study score for inpatient satisfaction and performs particularly well, compared with the national study, in providing patients with dignity and respect. The hospital receives particularly high ratings for the courtesy of the doctor.
The hospital also performs well in providing inpatients with emotional support, particularly with confidence and trust in doctor’s skill level, as well as the treatment of family and friends.
“Receiving the J.D. Power and Associates Distinguished Hospital Recognition for the fourth year in a row is very exciting confirmation of Helen Keller Hospital’s focus on providing excellent patient care,” said W. Douglas Arnold, CEO of Helen Keller Hospital. “The constant attention to quality health care, from all of our employees
and physicians, is being rewarded with extremely satisfied patients and family members. Caring for patients is the sole reason for our existence.” Arnold continued, “Loving patients runs through the entire organization. Our staff makes this award possible. They carry the ball. They make it happen, sometimes under tough circumstances.
The Keller employee who was chosen to receive the award was Chris Chapman from the Materials Handling Department. Chapman actually delivered the boxed trophy to the executive offices from the mailroom. When he handed the package over to Arnold, the C.E.O. acknowledged that this made the fourth time Helen Keller Hospital had received it. With his typical Keller can-do spirit, Chapman smiled and replied, “Yeah, but who’s counting?”
