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PATIENT SATISFACTION SURVEY RESULTS PUT MARSHALL MEDICAL CENTERS IN THE NATION’S TOP 1%

GUNTERSVILLE, ALABAMA – June 17, 2009 – VHA Inc., a national health care network, has recently recognized Marshall Medical Centers (MMC) – North and South - as leading performers in three of the eight HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) composite survey categories. This recognition comes as a component of VHA’s Clinical Improvement Services and it singles Marshall Medical out as being in the top 1% of more than 1,400 hospitals nationwide.

Gary Gore, Chief Executive Officer for Marshall Medical stated, “Any type of recognition that puts our hospital in a category of being in the top 1% of hospitals in the country is certainly rewarding, but what makes this recognition special for us is that this achievement comes as a result of what our patients say about us. When patients and their families provide input that yields this sort of recognition, we know we are doing our job, and we, as an organization, have the satisfaction of knowing we have created positive experiences and outcomes for our patients. Our employees are to be commended for this accomplishment.”

HCAHPS data is collected by surveying patients, after their hospital stay, and the compilation of this data provides the basis for a nationally standardized look at routine hospital care. In order to be recognized by VHA, hospitals must demonstrate a superior level of patient engagement - as demonstrated by the number of completed patient surveys - and the scores from those surveys must be at least 2.5 standard deviation points above the mean. Marshall Medical’s recognition of performance excellence in these three categories places them in a group of only 15in the VHA alliance that includes more than 1,400 hospitals to achieve this designation.

The Medical Centers were recognized in the categories of: (1) pain management, (2) nurse communications and (3) communications about medications.

VHA representatives were on site last week at both Marshall Medical Center North and South to work with the MMC nursing staff to develop what VHA has labeled a “Leading Practice Blueprint” for each of the performance measurements for which MMC was recognized. Karla Strange, Director of Performance Design Research for VHA, stated, “Our blueprint approach is unique in our industry. It focuses on conveying complex information about the clinical performance behavior – like patient communication for example - in a simple, rich way. Working together, members of the nursing team transfer knowledge and insight in order to, literally, create a picture of a process.”

“Throughout the country this blueprint process leads to the documentation of leading practices among the top performing hospitals,” stated Strange. “The result is a blueprint library that is shared among all VHA hospitals. Last week during our site visit, Marshall Medical Centers participated in a process that will play a role in shaping leading practices for other hospitals nationwide.”

Ruth Bischoff, Chief Nursing Officer at Marshall Medical Center South, stated, “It is an honor for Marshall Medical Centers to have achieved this designation, and it is a testimony to our staff who are committed to the delivery of quality care in a compassionate and responsive manner.”

“Needless to say, we are thrilled about this, stated Kathy Woodruff, Chief Nursing Officer at Marshall Medical Center North. “This recognition is meaningful not only for our hospital, but it should also speak to our community about the quality of healthcare available locally.”


About VHA, Inc.
VHA Inc., based in Irving, Texas, is a national alliance that provides an innovative approach to clinical improvement, industry-leading supply chain management services and supports the formation of regional and national networks to help members improve their clinical and economic performance. With 16 offices across the U.S., VHA has a track record of delivering proven results in serving 1,400 hospital systems and more than 21,000 other health care providers.

NOTE: VHA is not an acronym; use VHA Inc. on first reference and VHA thereafter.

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