CHRISTUS Jasper Memorial Hospital - Jasper, TX

Partnering for Success

Through perseverance, unique ideas and initiatives, CHRISTUS Jasper Memorial Hospital soared from the 4th percentile in September 2000 to current percentiles in the 90s. During this time, we faced lay-offs, construction, and the opening of another hospital in our town (population 7,000). But we knew our 50-bed hospital in rural East Texas was capable of tremendous customer service even in the face of adversity.

Press Ganey statistics were a vital element in improving customer service. Our original in-house survey showed more than 90 percent of our patients were pleased with our service. Imagine our surprise, finding we were at the 4th percentile for two quarters when first enrolling with Press Ganey. In response, we developed extensive customer service training for all our associates and started a novel approach toward patient rounding: the initiation of a Patient Partner program. Every member of management, both clinical and non-clinical, is assigned a specific patient's room to visit each day…to be that patient's "partner" during their hospital stay. Any needs that a patient may have are seen to and met by their partner, whether it be a referral to dietary or reassuring them regarding medical treatments. We are there to exceed the patient's expectations. Upon discharge, the patient partners call their patients at home, thanking them for using our hospital, and reminding them about the survey they will receive in the mail. Our patients also receive a personal card mailed to their home signed by their partner and others who cared for them during their stay.

As our customer service scores increased, so did our associates' morale: our employee satisfaction surveys ranked 82.6 in 1999, 86.6 in 2000, and 88.6 in 2002. CHRISTUS Jasper Memorial Hospital continues to be committed to customer service. Our patients are number one and our future is looking bright!