Valley View earns recognition
December 2, 2006
At first glance, Valley View Hospital in Glenwood Springs looks more like a luxurious resort than a hospital. I’s the people in the scrubs that give it away.
And it’s those employees, and not the aesthetics of the building, that helped the hospital receive a “Service Excellence Award” from J.D. Power and Associates (JDPA) on Friday.
“It’s the front-line people who work at the hospital that this award is for,” said J.D. Power and Associates Healthcare Division Director Kevin Lieb. “The nurses, doctors and everyone who works with the patients are who won the award.”
Currently, Valley View is the only hospital in Colorado with this prestigious distinction, and only the second in the state’s history to have received the honor. The first was Penrose-St. Francis in Colorado Springs.
About 50 employees, board members and guests gathered in the grand entrance of Valley View Hospital to witness the presentation of the JDPA Distinguished Hospital Program. This distinction acknowledges a strong commitment by the hospital to provide an “outstanding inpatient experience.”
“It’s not like J.D. Power is giving the hospital an award,” Lieb said. “The patients have spoken and are proud of the service you provide. It’s the patients who are giving the award to the hospital.”
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The distinction was determined by surveying recently discharged patients from the hospital on their perceptions of their hospital stay and comparing the results to the national benchmark established by the annual JDPA National Hospital Service Performance Study. The telephone survey was conducted throughout the valley and focused on five key drivers of patient satisfaction with their overall hospital experience. The drivers include: Dignity and respect; speed and efficiency; comfort; information and communication; and emotional support. The hospital scored 875 of 1,000 total points from the feedback of 300 recent patients of the hospital, to give Valley View greater than 80 percent appreciation, qualifing them for the distinction.
“This reward is really about the people. We don’t make widgets, we help people get better,” Lieb said.
Only 20 percent of the approximately 5,000 hospitals in the nation qualify for this award. Valley View performed particularly well compared to the national study in providing a comfortable stay for patients, especially on providing comfortable beds and showing concern for patients’ comfort during procedures. The hospital also scored well in communicating with and providing information to patients, especially on clearly explaining what would happen during procedures and on doctors’ ability to explain the condition or treatment.
“I’ve got the best job in the valley,” said CEO of Valley View Hospital Gary Brewer. “I get to work with the best people in the world.”
The Aspen Times, Aspen, Colo.