The James Earns Guardian of Excellence Award for Patient Experience

How pleased are most James Cancer Hospital and Solove Research Institute inpatients with their overall hospital experience?

Pleased enough that the hospital recently won a prestigious national award based on patient-satisfaction survey data.

Specifically, The James earned a 2016 Press Ganey Guardian of Excellence Award® for patient experience in inpatient care and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems).

Press Ganey, the nationally recognized leader in measuring patient experience, annually presents this award to organizations that have achieved the 95th percentile or higher overall rating in each reporting period during a given year, based on one year of data.

“The Guardian of Excellence Award, a nationally recognized symbol of achievement in health care, represents an important recognition from the industry’s leader in measuring, understanding and improving the patient experience,” says Michael A. Caligiuri, MD, director of The Ohio State University Comprehensive Cancer Center (OSUCCC) and CEO of The James.

Patrick Ryan, CEO of Press Ganey, says the award is a testament to The James’ leadership in delivering patient-centered care. “By achieving and sustaining this level of excellence, The James continues to demonstrate its commitment to reducing patient suffering and advancing the overall quality of health care,” he adds.

“Press Ganey is a company that for more than 30 years has focused on patient satisfaction and patient experience,” Caligiuri said during his annual State of the Cancer Program Address in November 2016. “Our scores of this past year actually have put us in the 98th percentile, or in the top 2 percent of all hospitals nationwide.”

Jeff Walker, MBA, COO and senior executive director for administration at the OSUCCC – James, says the hospital is proud of its satisfaction scores but continuously strives to improve.

“Our scores in both the inpatient and outpatient settings are among the best in the nation,” Walker says, “but we can and we try to always do better.”

“Our favorable reviews are much appreciated, but we also value patient comments that alert us when we are not at our best,” Walker says. “We use these comments to quickly identify and correct problems so we can constantly improve on the patient and family experience for those we serve at The James.”

But the Press Ganey award adds to the prestige of The James as a “destination of choice” for people with cancer from around the world, Walker says, noting that the hospital has now treated patients from all 88 Ohio counties, all 50 American states and 30 other countries.

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