Mercy Cassville ranked Top 20 for patient satisfaction

Wednesday, June 22, 2016

Surveys put Mercy in top 1.5 percent of critical access hospitals

Results from recent national surveys show patients at Mercy Hospital Cassville are pleased with the service received, earning the hospital a rank among the Top 20 critical access hospitals in the nation.

The NHRA listed the Cassville facility when it announced the Top 20 Best Practices in Patient Satisfaction in May, which put it in the top 1.5 percent of 1,332 critical access hospitals in the country -- the only one in Missouri to be given the honor.

"Our managers, co-workers, physicians and volunteers are dedicated to providing compassionate care and exceptional service to our patients," said Doug Stroemel, Mercy Hospital Cassville administrator. "I am so proud of our entire team and the ongoing efforts that have led to our hospital receiving this prestigious recognition."

The NRHA ranked the top 20 hospitals in the patient satisfaction category based on recent surveys by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. HCAHPS is the first national, standardized, and publicly reported survey of patients' perspectives of hospital care.

"The association, on a regular basis, ranks the critical access hospitals in the country," Stroemel said. "They use a company called iVantage Health Analytics, that analyzes these scores for the NRHA. We came in the 20 highest ranked critical access hospitals in the country. The metric they used to establish this ranking comes from a survey that is put out by the centers for Medicare and Medicaid. The hospital performance is based on the percentile rank of two of these HCAPS surveys. iVantage tabulates the data and the two metrics they use to base this on. It is the overall rating for the care patients received, and their likeliness to recommend [the hospital] to others.

Stroemel said patient satisfaction is so important, it is woven into the daily operations of the Cassville-based facility.

"I think it's the fact that we take a lot of pride in providing safe, quality, compassionate care, and an excellent experience when patients are here at the hospital," he said. "It's something we work very diligently toward. We never take it for granted. We want patients to have the best experience possible when they come to our hospital."

For example, Stroemel said, the topic of patient satisfaction is at the center of regular department meetings, office staff, medical staff and even volunteer staff meetings. Patient satisfaction can translate to the care a doctor or nurse provides, or the cleanliness or quietness of the hospital, for instance.

"We strive to do our very best," he said. "I'm just really proud of all the efforts of our coworkers, physicians and volunteers."

Stroemel said critical access hospitals are defined as facilities that have 25 beds or less.

"So, critical access hospitals are typically rural facilities," he said. "All these hospitals that were ranked are smaller hospitals."

The hospital's mission statement is also a guiding factor in how staff go about their daily operations, which influences patient satisfaction, Stroemel said.

"The big part also is our mission statement, which states, 'As the sisters before us, we bring life, the healing ministry of Jesus through our compassionate care and exceptional service,' Stroemel said. "We strive to uphold that mission each and every day. For example, at every coworker meeting, we talk about our patient satisfaction scores. And we have an initiative called Mercy Signature Service.

"It's like when an artist finishes a painting, he's so proud, he signs his name in the corner. And we try to make sure that the work our coworkers do is done in such a way it makes them proud of their service. That's our concept of how we explain what kind of service we want our coworkers to provide. It's something we stress in orientation with new coworkers, and our staff and physicians each and every day."

The facility, and other top critical access hospitals, will be honored at an awards ceremony during the NRHA's Critical Access Hospital Conferences in September in Kansas City.

The hospital is located at 94 Main St. in Cassville.

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