Mercy Outpatient Surgery Recognized for Patient Satisfaction

SPRINGFIELD — Outpatient Surgery Services at Mercy Medical Center has been the site of quality improvements and extensive renovations in recent months, and the efforts have led to its selection for a prestigious service excellence award.

Outpatient Surgery Services has received the Silver Service Excellence Award for “achieving new heights in patient satisfaction and service excellence,” based on survey results for the third quarter of 2008. The award was presented by Catholic Health East (CHE), Mercy Medical Center’s parent organization, and is based on information submitted by CHE’s 33 acute care member hospitals.

“The clinical team in Outpatient Surgery Services has embraced standards of high-quality care, and their dedicated efforts have been recognized by the patients they treat,” said Sharon Adams, RN, vice president of Patient Care Services. “Patient satisfaction is a top priority throughout Mercy Medical Center, and we are honored that Outpatient Surgery Services has received this distinction from Catholic Health East.”

Mercy’s Outpatient Surgery Services recently underwent extensive renovations as part of a larger project that included construction of the new Mary E. Davis Intensive Care Unit. Improvements include upgraded facilities that allow for more patient privacy and comfort, as well as a newly designed waiting area for family members. The construction and renovation project was funded in part by Mercy Medical Center’s “Hope and Healing” Capital Campaign.

“Members of our surgical services team, from admissions through discharge, focus on treating each patient with dignity and compassion, and this across-the-board commitment to quality and service results in higher patient satisfaction scores. Our reward is the satisfaction that comes from a job well done,” said Pamela Wallace, RN, director of Outpatient Services.

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