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November 25 2014

Oconomowoc Memorial Hospital Emergency Department Among Top in the Nation for Patient Satisfaction


Oconomowoc, Wis. – ProHealth Oconomowoc Memorial Hospital’s emergency department has received the prestigious Press Ganey Guardian of Excellence Award. The local hospital is the first and only in Wisconsin to receive this honor seven years in a row.

Previously known as the Summit Award, this recognition goes to health care providers that set themselves apart by creating an extraordinary experience for the patients they serve.

In order to qualify, health care departments must sustain patient satisfaction scores in the top five percent for each reporting period of the year. The scores indicate that Oconomowoc Memorial’s emergency department was rated higher by its patients than 95 percent of the hospitals in the nation, according to patient surveys conducted by Press Ganey.

“We treat each patient not as a number, but as a neighbor, a friend or a family member,” explains Timothy Westlake, MD, medical director of Oconomowoc Memorial Hospital’s emergency department.

“It’s the culture of our department and it has been for a long time,” says Dr. Westlake, who has worked in the department for more than 15 years. “We make sure we communicate with our patients and take the time we need to explain their care and reassure them.”

The 2014 Guardian of Excellence Award winners were recognized at the recent Press Ganey national client conference in Orlando, Fla. Press Ganey is the industry’s recognized leader in health care performance improvement and partners with more than 11,000 health care facilities, including more than 50 percent of U.S. hospitals, to measure and improve the quality of care.

“We are proud to partner with Oconomowoc Memorial Hospital,” said Patrick T. Ryan, CEO of Press Ganey. “The award is a testament to its commitment to deliver patient-centered care. By achieving and sustaining this level of excellence, Oconomowoc Memorial is benefiting patients and helping advance the quality of health care.”

Oconomowoc Memorial Hospital’s emergency department cares for more than 12,000 patients a year. The acute-care hospital is part of ProHealth Care’s integrated health care system that includes three hospitals, 14 physician clinics, a health and fitness center, occupational medicine, home care and hospice services, and senior living facilities.

“I’m particularly proud of this award because our entire team works tirelessly to serve our patients,” says Westlake. “It’s rewarding to have an outside party acknowledge how well we work together in the best interest of the individuals who need our services.”