Local hospital sets bar high | PostIndependent.com

Local hospital sets bar high

John Gardner
Glenwood Springs, CO Colorado

GLENWOOD SPRINGS, Colorado ” Chief Executive Officer for Valley View Hospital, Gary Brewer was all smiles Wednesday as he approached the microphone in the upper lobby of the hospital.

“We’re going to try and make this an annual event,” Brewer joked as he announced J.D. Power and Associates director of Provider Programs Healthcare Division.

Lieb was in town for the second year in a row to recognize the VVH staff for its service excellence under the J.D. Power and Associates Distinguished Hospital Program.

“When you look at the complexity of what it takes to not only deliver quality care, but in a way people remember, it’s very difficult to meet those expectations,” Lieb said.

It’s also pretty rare for a hospital to receive the award in consecutive years.

“We have hospitals that reach it and lose it,” Lieb said. “But great companies are constantly innovating. And VVH is now setting a precedence in the community that when you come here you are going to receive quality health care. They now have to live up to the expectations they have set.”

Brewer seems to think that keeping the high quality health care bar high at VVH won’t be all that difficult, if they just keep doing what they are doing.

“It’s really a team effort,” Brewer said. “All the way from the emergency medical services through the city to the physicians that work here. This award is for those people.”

Valley View Hospital exceeds the national benchmark study score for overall patient satisfaction, performing particularly well in providing patients with a comfortable stay.

Out of 300 patients surveyed that were recently discharged from VVH that were admitted in the emergency room, two-thirds said that they would return to VVH if they needed emergency care in the future. And 50 percent of those surveyed gave the hospital a 10-out-of-10 on overall score of how they were treated while at the hospital.

And that is no small feat.

“Usually it’s around 30 to 40 percent, this is very high,” Lieb said. “To have half of patients say they would give it a 10-out-of-10 for an overall score of how they were treated is a pretty big statement.”

The telephone-based research focused on the five key drivers of patient satisfaction with their overall hospital experience. These drivers, which were identified in the national study, are: Speed and efficiency; dignity and respect; comfort; information and communication; and emotional support.

According to Lieb, only 20 percent of the nearly 6,000 hospitals nationwide meet the rigorous standards required to achieve this distinction.

“Being recognized demonstrates a strong commitment to service excellence in patient care,” Lieb said.

Non-government acute-care hospitals throughout the nation are eligible for the J.D. Power and Associates Distinguished Hospital recognition for inpatient, emergency department, outpatient, and maternity services. Distinction is valid for one year, after which the hospital may reapply for this recognition.

Contact John Gardner: 384-9114


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