RCMH Receives Platinum Achievement Award for Excellent Patient Satisfaction in Emergency Department

May 30, 2017

Rusk County Memorial Hospital (RCMH) was recently recognized as a Platinum Achievement Award Winner for Excellent Patient Satisfaction in the Emergency Department by Professional Research Consultants, Inc. (PRC), a leader in national healthcare research.

Rusk County Memorial Hospital will be honored with this Platinum Achievement Award during the 2017 Excellence in Healthcare Conference to be held May 31 - June 2, 2017 in Austin, Texas. The Excellence in Healthcare Awards recognize organizations and individuals who achieve excellence throughout the year by improving patient experiences, healthcare employee engagement and/or physician alignment and engagement based on surveys of their patients. 

RCMH is receiving this honor for improving quality of care, overall teamwork and patient satisfaction in their emergency department. The RCMH team undertook a number of key initiatives to improve their emergency department including, but not limited to: remodeling of the department to improve aesthetics, create more privacy for patients and a dedicated space for staff and providers to work; streamlining processes to decrease patient wait times; additional training on customer service and empathy; implementing new tools for communication between staff members and patients; and calling patients after they leave to learn what went well and how services can be improved.

One of the judges of the award shared, “This hospital addressed a very dismal situation in their ED department in full force from members of every department. However, what was most significant: through it all, they never lost sight of the most important factor - care of the patient.”

“I am so proud of all of the hard work that our team has put in to ensure the people of Rusk County and our surrounding communities receive the quality of care they deserve!” said Beth Stevens, Emergency Department Manager. “The Emergency Department has come together as a team to put the patient at the center of our care and that single piece of the puzzle has made the most impact on how we care for our patients and their loved ones.”

The public is invited to join the RCMH Board of Trustees for a celebration of this award during a reception on Monday, June 5 from 3:00pm to 5:00pm in the Main lobby at RCMH. A presentation of the award will take place at 3:30pm.

“It is an honor to recognize our incredible ED team and support staff who play a key role in caring for emergency patients,” says Charisse Oland, RCMH Chief Executive Officer. “We have implemented key changes that have improved our patient care, enhanced our healing environment and created a positive team culture. All of these efforts result in better care for our patients and our community.”

To watch the award presentation video, click here.