Hospital’s Outpatient Surgery Center Continues Winning Streak in Customer Satisfaction
For the fourth year in a row, Simi Valley Hospital’s Aspen Outpatient Surgery Center has earned national recognition from Professional Research Consultants, Inc., (PRC) for outstanding marks on patient surveys.
PRC is a nationally recognized health care marketing research company headquartered in Omaha, Neb. Research is conducted throughout the year on physician, employee, and patient satisfaction through confidential telephone interviews.
The three areas in which Aspen Outpatient Surgery received recognition were:
- A Five-Star Customer Service Award for scoring in the top 10 percent of all PRC clients, based on the number of former patients who ranked their overall quality of care as “excellent.”
- A Top Performer Award in the category “Instruction for Care at Home.”
- A Top Performer Award in the category “Overall Rating of Pain Management by Staff” (meaning how well the staff met the pain management needs of patients).
A Top Performer Award is given to health care facilities that score at or above the 100th percentile in the rating of “excellent” by former patients, compared with PRC’s database of responses for all their clients. If there are no 100th percentile scores in a given category, the highest-scoring facility receives the Top Performer Award.
Caroline Esparza, Simi Valley Hospital vice president and chief nurse executive, presented award plaques from the Omaha-based PRC to Tom Scroggins, director of Perioperative Services, at a leadership meeting at the hospital.
“This award demonstrates that the nurses and others who work in Aspen Outpatient Surgery are extremely service oriented toward our patients in all aspects of care,” said Scroggins.
“They’re running out of wall space at Aspen Surgery to mount the PRC recognition plaques,” said Esparza, “and they continue to get great comments from patients. I’m very proud of them; they do a great job.
Esparza also commented on the impact the staff at Aspen Outpatient Surgery has on the people they serve: “Both patients and surgeons are very happy with the care that’s provided,” she said. “Surgery is a very scary thing to people, so it’s great to know that our patients are satisfied and comfortable. If they have to have another procedure, they come back to the Aspen Center.”