Lafayette General Surgical Hospital gets customer satisfaction honor


Lafayette General Surgical Hospital (LGSH) has been named recipient of the 2012 Press Ganey Summit Award for Inpatient Satisfaction. The award was given in recognition of LGSH reaching and sustaining the highest level of customer satisfaction and core measures for three-consecutive years, from 2009-2012.
The Summit Award is one of the health care industry’s most coveted symbols of achievement. LGSH is one of 114 organizations to receive this prestigious honor in 2012, and one of only 101 nationwide to receive the award for achieving and sustaining excellence in inpatient satisfaction.

To reach the highest scores in customer satisfaction, an organization must demonstrate an understanding of industry trends and issues. They must also improve and foster that high performance within a constantly changing environment. LGSH worked diligently to create solutions by implementing best practices, listening to and reacting to customer and employee feedback, and targeting core performance measures.

While LGSH was at nearly the highest level based on clinical performance, one measured area kept them from being at the highest possible percentile, and that was in food services. The hospital made a concerted effort three years ago to improve meal scores that are determined by temperature of the food, quality of the food and the courtesy of the person serving it. Working with the dietary department at Lafayette General Medical Center, the hospital began offering an upscale menu with better variety and choices, served at the optimal temperature.

The improvement in food service quality three years ago propelled the hospital into the best-possible percentile in patient satisfaction. LGSH has maintained its commitment to service and quality since then to earn the award.

Press Ganey, an Indiana-based health improvement consultant, partners with more than 10,000 health care facilities, including more than half of all U.S. hospitals, to measure and improve the patient experience.

"We are proud to partner with Lafayette General Surgical Hospital,” said Patrick T. Ryan, CEO of Press Ganey. "Achieving this level of excellence in patient satisfaction reflects the organization’s commitment to delivering outstanding service and quality. Lafayette General’s efforts benefit patients in Acadiana and will lead to improved patient experience.”

LGSH Administrator Carrie Templeton stressed the importance of providing quality care comprehensively to push their scores into the highest percentile. "Food is extremely important to our culture in Louisiana. Once we had patient care where it needed to be, the idea of making hospital food acceptable to our patients became a top priority. So, after solving that issue three years ago, we have persevered in upholding our commitment to achieving overall patient satisfaction.”

Templeton said she was proud of the teamwork that went into making patient satisfaction at LGSH the best it could be. "This award represents an important recognition of our efforts by an industry leader,” says Templeton.

About Lafayette General Surgical Hospital

Lafayette General Surgical Hospital is a short-stay surgical hospital and medical office building that is part of a joint venture with Lafayette General Medical Center and local physicians. Every aspect of the facility, from waiting and exam rooms to the work areas, has been designed with patients and their families in mind.

The 60,000 square foot facility comprised of a short stay hospital, medical offices, and includes four operating rooms, 10 short-stay beds, radiology, EKG and lab services.

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