Woodridge Hospital | News Article

Tuesday, December 27, 2016

Woodridge earns national recognition for excellent patient experience

Receiving the Guardian of Excellence Award: (from left) Tom Tull, VP/chief experience officer at Mountain States; Dixie Waye, RN, nurse manager, Woodridge Hospital; Patrick Ryan, CEO of Press Ganey; and Laurie Street, RN, nurse manager, Woodridge Hospital.JOHNSON CITY, Tenn. – At Woodridge Hospital, doctors, nurses, therapists and other team members work daily to ensure patients have the best experience possible. 

In a recent survey, one patient wrote, “My experience on this unit has been exceptional. The kindness and willingness to just listen is what helped me more than any medication.”

That dedication to patient satisfaction earned Mountain States’ inpatient behavioral health facility a Guardian of Excellence Award from Press Ganey, a national organization that collects and analyzes patient experience data. The Guardian of Excellence recognizes organizations that reached an overall patient satisfaction score of 95 percent or better for the past year. 

Woodridge is one of two hospitals in Tennessee to receive the Guardian of Excellence for patient experience, and the only one in the region. 

“This is an amazing accomplishment and one that we’re very proud of,” said Lindy White, chief executive officer of Woodridge Hospital and Franklin Woods Community Hospital. “Winning the Guardian of Excellence award shows our ongoing commitment to patient satisfaction. Our nurse communication, the approach to therapy, provider engagement, and the discharge process all play a major role in our patient experience outcomes. We strive to put our patients first in everything we do and will continue to do so.”

As patients leave Woodridge, they receive surveys from Press Ganey, asking them about their experience in the hospital. Patients are asked to rate everything from nursing care to the discharge process. 

At Woodridge, rounds are conducted daily to ensure patients are having the best possible experience while at the facility. Also, members of leadership meet with patients to see how satisfied they are with their treatment, including therapy, nursing staff, accommodations, food, the admission process and more. And once a patient is released, discharge planners will conduct follow-up phone calls to encourage patients to continue with recommended outpatient therapy.

“Receiving this award speaks to the great work of our team members and the passion they have for our patients,” said Laurie Street, nurse manager at Woodridge. “I am blessed to be part of a team that truly puts patient-centered care first.”