ECU Health Medical Center recognized as leader in patient experience for second consecutive year by PEP Health

A Benchmark in Excellence: ECU Health Medical Center Continues to Set High Standards in Patient Care

In a testament to its unwavering commitment to delivering exceptional healthcare, ECU Health Medical Center has been recognized as a national leader in patient experience for the second consecutive year. This prestigious honor, bestowed by PEP Health, solidifies ECU Health Medical Center's position as a paragon of patient-centric care, setting a new standard for hospitals across the nation.

A Journey to Excellence

ECU Health Medical Center's ascent to the pinnacle of patient experience is a story of continuous improvement and dedication. The hospital's mission, rooted in the principles of compassion and respect, has guided its efforts to create a healing environment where patients feel valued and cared for. This mission is not just a mantra; it is a living, breathing philosophy that permeates every aspect of the hospital's operations.

What Sets ECU Health Apart

So, what makes ECU Health Medical Center stand out in an industry where excellence is the norm? The answer lies in its comprehensive approach to patient care. Here are some key factors that contribute to its success:

• Patient Feedback: ECU Health Medical Center places great emphasis on gathering feedback from patients. This feedback is not just collected; it is meticulously analyzed and used to inform improvements. Patients are encouraged to share their experiences through various channels, including online reviews and patient satisfaction surveys administered by third-party vendors like Press Ganey.

• Continuous Improvement: The hospital is committed to ongoing improvement. It continuously evaluates its processes to ensure that every interaction, from the initial visit to discharge, is seamless and supportive. This commitment is evident in the hospital's rating of 4.7 out of 5 stars based on patient reviews from platforms like Healthgrades, Google, and WebMD.

• Team Member Excellence: The success of ECU Health Medical Center cannot be attributed solely to its infrastructure or technology. It is the dedication and compassion of its team members that truly set it apart. With 99% of its healthcare providers rated 4.0 or higher by patients, the hospital's staff is undoubtedly a key factor in its high patient satisfaction ratings.

• Innovative Initiatives: ECU Health Medical Center is not content with resting on its laurels. It continuously seeks innovative ways to enhance the patient experience. For instance, the hospital has implemented various programs aimed at improving communication and emotional support, such as creating tranquility rooms for team member well-being and developing strategies for rehumanizing healthcare in a post-pandemic world.

National Recognition

ECU Health Medical Center’s recognition by PEP Health is a testament to its exceptional performance in several key domains, including:

• Fast Access: Patients appreciate the efficiency with which they receive care, from scheduling appointments to receiving treatment.

• Effective Treatment: The hospital’s focus on providing effective treatment results in high patient satisfaction levels.

• Emotional Support: The empathetic and supportive nature of the hospital’s staff ensures that patients feel comforted and cared for during their stay.

• Communication & Involvement: Transparency and open communication are integral to the hospital’s approach, making patients feel informed and involved in their care.

• Attention to Physical and Environmental Needs: The hospital’s attention to detail in maintaining a clean, quiet, and comfortable environment contributes significantly to its high ratings.

• Continuity of Care: Ensuring that patients receive consistent care throughout their stay is crucial, and ECU Health excels in this regard.

• Billing and Administration: Streamlined billing processes and clear communication regarding financial aspects of care also contribute to the hospital’s excellent patient experience ratings.

Community Impact

ECU Health Medical Center’s dedication to excellence not only benefits its patients but also has a profound impact on the community it serves. By providing high-quality, compassionate care, the hospital helps improve the overall health and well-being of eastern North Carolina. This mission-driven approach is evident in the hospital’s commitment to creating positive experiences for both patients and team members, as emphasized by Dr. Julie Kennedy Oehlert, Chief Experience Officer: “Our continuous journey toward excellence in patient care is informed by the perspectives of our patients and driven by the hearts of our team members”.

Leadership at the Helm

At the forefront of this journey are leaders who embody the values of compassion, innovation, and excellence. Under the guidance of Dr. Michael Waldrum, CEO of ECU Health, and other senior leaders like Brian Floyd, Chief Operating Officer, the hospital continues to strive for greatness. Their vision and leadership have been instrumental in shaping a culture where team members are empowered to deliver top-notch care.

Conclusion

ECU Health Medical Center’s recognition as a national leader in patient experience is more than just an accolade; it is a testament to its unwavering commitment to excellence. By prioritizing patient feedback, continuous improvement, team member excellence, innovative initiatives, and community impact, the hospital has set a new standard for patient-centric care. As it continues on its journey toward excellence, ECU Health Medical Center remains a beacon of hope for those seeking top-notch healthcare in eastern North Carolina.

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References:

• https://www.ecuhealth.org/patients-and-families/share-your-story/
• https://www.ecuhealth.org/ecu-health-thought-leaders/
• https://www.ecuhealth.org/about-us/system-of-care/leadership/
• https://www.ecuhealth.org/ecu-health-thought-leaders/julie-kennedy-oehlert/
• https://www.ecuhealth.org/ecu-health-nationally-recognized-as-top-performer-for-patient-experience/