Patient assessments push Mercy Cassville to 5-Star awards

Wednesday, August 24, 2016

Mercy Cassville was recently recognized as the recipient of several 5-Star awards for demonstrating excellent communication and responsiveness in several categories as a result of Hospital Consumer Assessment of Healthcare Providers and Systems surveys, in which patients reported their experiences with staff.

According to Bradley Haller, Social Media Specialist with Mercy, the surveys rated Mercy employees in the course of their regular daily duties and interactions with patients in the categories of: communication with nurses, communication about medications, pain management, responsiveness of staff, discharge information and communication with doctors.

"The 5-Star Award is given annually to health care facilities, providers, outpatient service lines and inpatient units that score in the top 10 percent (above the 90th percentile) of national providers," Haller said.

"The entire hospital was named in the award," said Doug Stroemel, Mercy hospital administrator of Cassville, Aurora and Berryville, Ark., locations. "It doesn't matter if it's the housekeeper keeping the room clean or the maintenance man keeping the air conditioning working, or the volunteer greeting patients or doctor at the bedside, it takes a whole team to provide the exceptional care our patients deserve."

Stroemel said the hospital scored in the top 10 percent on a national level in the aforementioned categories.

"The survey is also utilized by Centers for Medicare and Medicade, so we were truly honored to receive six of those areas where our scores were ranked nationally, and I think it's a testimonial to the exceptional services our coworkers are committed to providing," Stroemel said.

Stroemel said the award reflects the concept of Mercy's signature service.

"Our signature service is best described as an artist who has worked on a canvas and when he's done he proudly signs his name, or when a woodworker carves a beautiful cedar chest and puts his name on it." he said. "And, we stress with our coworkers that we want them to provide exceptional service that they're proud of as well. It's part of our mission statement, which states: As the Sisters of Mercy before us, we bring to life the healing ministry of Jesus through our compassionate care and exceptional service. We live by it every day.

"We display these awards in the main lobby of the hospital. It takes a lot of work from everyone, everyone works really hard to try and take care of our patients in the best way possible. It's a real team effort. It validates from an outside source that we're doing an effective job in the area of customer service and patient satisfaction and what we believe in."

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