J.D. Power and Associates Reports: Delaware County Memorial Hospital Recognized for Providing an Outstanding Outpatient and Inpatient Experience

WESTLAKE VILLAGE, Calif., April 12 /PRNewswire/ -- Delaware County Memorial Hospital, part of the Crozer-Keystone Health System in Springfield, Pa., has been recognized for service excellence under the J.D. Power and Associates Distinguished Hospital Program.(SM) This distinction acknowledges a strong commitment by Delaware County Memorial Hospital to provide both an outstanding outpatient and inpatient experience. This is the second consecutive year Delaware County Memorial Hospital is being recognized for its inpatient services.

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"Because patients place a high value on the service aspects of their hospital stay, providing patients with a consistent, positive experience year after year is as important to hospitals as it is to any other service industry," said David Stefan, executive director of the healthcare division of J.D. Power and Associates.

The service excellence distinction was determined by surveying recently discharged patients from Delaware County Memorial Hospital on their perceptions of their hospital stay and comparing the results to the national benchmark established by the annual J.D. Power and Associates National Hospital Service Performance Study.(SM)

The telephone-based research conducted among Delaware County Memorial Hospital patients focuses on the five key drivers of patient satisfaction with their overall hospital experience. These drivers, which were identified in the national study, include: dignity and respect; speed and efficiency; comfort; information and communication; and emotional support.

Delaware County Hospital exceeded the national benchmark study score for overall inpatient and outpatient satisfaction. Both inpatient and outpatient services performed particularly well compared to the national study on managing the physical comfort of patients. With regard to inpatients, the hospital received considerably high ratings relative to the national study on their concern for the patient's continued recovery and well-being and the food. In regard to outpatients, Delaware County received high scores on the facility staff's concern for the patient's well-being and the primary caregiver's concern about controlling pain.

Delaware County also performed well relative to the national study for inpatients on their speed and efficiency, specifically on the speed and efficiency of the discharge personnel and the nurses' performance of their regular duties. With respect to outpatients, Delaware County received high ratings relative to the national benchmark on treating the patient with dignity and respect. The differences are particularly notable with regard to the courtesy of the personnel involved in the discharge process and the primary caregiver's courtesy.

Additionally, both inpatients and outpatients were asked to rate their level of trust and confidence in the hospital after their most recent stay. Among Delaware County inpatients and outpatients, 59 and 49 percent of patients, respectively, indicate they have more or much more trust and confidence in the hospital after their most recent stay. Furthermore, Delaware County inpatients are more likely to experience increased trust and confidence in their hospital because of their experience, as compared to the national average.

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

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts: John Tews Syvetril Perryman J.D. Power and Associates J.D. Power and Associates Troy, Mich. Westlake Village, Calif. (248) 312-4119 (805) 418-8103 john.tews@jdpa.com syvetril.perryman@jdpa.com Maria Stearns Assistant Director of Public Relations and Marketing Springfield, PA (610) 447-6314 maria.stearns@crozer.org

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/