Archived Story

Russell Medical Center honored for excellence in patient care

Published 7:37pm Wednesday, July 9, 2014

Russell Medical Center was one of seven hospitals in the state to receive the Outstanding Patient Experience Award.

The award is given out Health Grades, which reviewed 3,939 hospitals across the nation to rank patient experiences.

Brenda Duncan, director of quality management for RMC, said that they were honored to receive the award.

“For me, what it takes to get an award like this is our employees,” Duncan said. “They exemplify service excellence through living our journey. We want to be the best hospital for patients to receive care, the best place for physicians to practice medicine and the best place for our volunteers to volunteer.”

Essentially, Duncan said, it all boils down to “treating our customers the way we want to be treated.”

Health Grades asked patients 27 questions that can be categorized into 10 different measures: overall satisfaction, willingness to recommend to family/friends, communication with doctors, communication with nurses, responsiveness of hospital staff, pain management, communication regarding medications, discharge instructions, cleanliness of rooms/bathrooms and quietness.

Only 444 hospitals in the nations made the cut.

“Our commitment to our journey is to achieve excellent patient, employee and physician satisfaction,” Duncan said. “We are committed to being one of the best healthcare providers in the nation and that sets us apart.”

Sarah Beth Gettys, vice president of patient services for RMC, said that the award means even more when you consider the competition.

“We compete with a lot of great facilities,” Gettys said. “It goes to show that we put a lot of value in patient satisfaction. We want the patient to be able to stay in the area and get excellent care locally.”

Gettys also echoed Duncan’s comments about the award being a team effort.
“We are constantly sharing information with the staff from everyone from housekeepers to nurses to physicians about what our patients say about us,” Gettys said. “We are trying to make sure everyone is engaged in the process. Not just one nurse or one physician, we all have a stake in it.

“We all share this award. No one person achieved it – it took every employee.”

Registered nurse Lori Turner demonstrates taking blood pressure with the help of administrative intern Kelsi McNeill. Several hundred employees are involved in direct patient care at Russell Medical Center. Austin Nelson / Outlook photo illustration
Registered nurse Lori Turner demonstrates taking blood pressure with the help of administrative intern Kelsi McNeill. Several hundred employees are involved in direct patient care at Russell Medical Center. Austin Nelson / Outlook photo illustration

Editor's Picks

Kilgore ‘all aboard’ for holiday fun

  Rodney Kilgore has spent the last four years portraying popular railroad conductors. For most of the year, he wears striped overalls and goes to ... Read more

BRHS’ Fuller qualifies for USA Jr. Team

A Benjamin Russell Wildcat now represents the U.S.A for track and field. Read more