Section: News

Queen of the Valley Named One of Three Hospitals Nationwide Recognized for Patient Satisfaction in Three Clinical Areas


Napa, California – Queen of the Valley Medical Center (QVMC) is one of only three hospitals in the nation to receive three "Innovation Awards" for achievements in patient satisfaction in a single year. Only 42 total "Innovation Awards" were presented nationwide this year by AVATAR, one of the nation’s leading health care research and consulting firms. The Queen’s Occupational Therapy, Acute Rehabilitation and Emergency departments were recognized for innovative and effective efforts resulting in exceptional levels of patient satisfaction as compared to hundreds of hospitals from across the country.

"This level of achievement, receiving three awards in one year, is rarely accomplished," said Michael Everett, PhD, Avatar Founder and CEO. "Queen of the Valley has created exemplary work in developing and implementing patient care practices that meet their patients’ needs and often exceed their expectations."

Outstanding results were accomplished by the Occupational Therapy Department through a complete, and consistent education and communication process centered in the hospital’s new "Wellness Center." Larry Hazen, manager of Rehabilitation Services at QVMC, observed, "A key for improvement for us was to share anonymous patient comments from the surveys with staff in a supportive setting. We categorized these survey comments as strengths and opportunities to improve and ensured that they continued to be discussed at every meeting."

The Acute Rehabilitation Center redesigned their patient communication process, written and verbal, in order to significantly improve patient compliance, satisfaction and clinical outcomes. "While our primary goal was to improve the treatment experience for our patients we have found that employee satisfaction improved, as well," said Laura Merkner, nurse manager of the Acute Rehabilitation Center. "That helps ensure that the results we have achieved can be maintained and even improved upon." 

The Queen’s Emergency Department made dramatic reductions in the length of time between arrival in the ED to receiving care while simultaneously improving the level and effectiveness of patient communication. According to Emergency Department Director Shanon Watkins, "Seeing patients faster, getting them treated faster, and alleviating their pain sooner was satisfying for both patients and staff. While technology innovations are always a tremendous help, it’s often the little things that make a huge difference."

Innovative tools and processes developed in these and many other Queen of the Valley departments are being shared, implemented and continuously improved throughout the Medical Center. "Providing excellent patient care is the reason we exist," said Dennis Sisto, Queen of the Valley President and CEO. "We will continue to work hard over the coming years to build on our remarkable achievements and ensure that patients have the best possible experience while they are in our care." 

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