St. Luke's University Health Network

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Press Ganey 2010 - Allentown Quakertown

St. Luke's Hospital - Allentown Campus Reaches 95% Inpatient Satisfaction Rank, Quakertown Hospital Earns 91%
Outpatient Rank

Allentown, PA (8/6/2010) - St. Luke's Hospital- Allentown Campus recently earned a 95 percentile ranking in overall inpatient satisfaction scores as measured by Press Ganey, a national patient satisfaction survey company.

Year-end data gleaned from nearly 1,500 patient surveys indicates that the hospital earned a 95% overall inpatient satisfaction ranking, beginning July 1, 2009 and ending June 30, 2010. The score places the hospital among the top 5 percent in Pennsylvania, New York and New Jersey for satisfaction and service.

The hospital is benchmarked with 205 other large (100 beds or more) acute-care hospitals in the same region.

The surveys ask patients to rate their overall experiences and interactions with staff from when they arrive at a hospital until they are discharged.

“I can't be more pleased with this ranking,” said Frank Ford, President of St. Luke's Hospital – Allentown Campus. “Every day our staff members go the extra mile for every patient and every family. We care about our patients, and we want to meet their needs beyond providing excellent health care – we strive to pleasantly surprise and continually exceed their expectations.” He continued, ”To receive this ranking means that our patients are recognizing top-notch health care in a culture of caring.”

High Patient Satisfaction at the St. Luke's Quakertown Hospital

In addition to the high inpatient rating at St. Luke's in Allentown, St. Luke's Quakertown Hospital earned a 91% satisfaction rank for its outpatient services. Outpatient services include wound management, radiology (including women's imaging, MRI, CT, nuclear medicine), respiratory therapy, sleep center, physical therapy, cardiology testing and laboratory services located at St. Luke's Quakertown Hospital and in the St. Luke's Upper Perkiomen Outpatient Center.

“Outpatient managers and staff work very hard to improve our customer service, by focusing on introducing themselves, explaining what is going to happen and how long it will take, and providing patients with a follow-up thank you and contact number if they have any further questions,” said Ed Nawrocki, President, St Luke's Quakertown Hospital. “Our staff is friendly, knowledgeable and do everything they can to make our patients feel comfortable during their visits.”

St. Luke's Quakertown Hospital's patient response data was compared to 113 hospital-based outpatient services in Pennsylvania, New York and New Jersey.

Year-end data from more than 1,960 outpatient surveys indicates that those services earned a 91% overall satisfaction ranking. The survey period ran from July 1, 2009 and ended June 30, 2010.

Important Feedback from Patients and Families

Press Ganey is an independent vendor of patient satisfaction measures. The company uses patient discharge information to select a sample of patients to whom satisfaction surveys are mailed. A five point scale with responses from very good to very poor is the most common survey tool.

Ford explained, “We use Press Ganey scores as just one way to identify where we succeed in meeting our patient's expectations, but also to learn where we have opportunities for improvement. We want feedback from our patients and families, so the more patients who complete and return surveys - the better!”