FMC earns awards for excellence in customer service for 11th straight year

June 13, 2012

Flagstaff Medical Center once again has been highly recognized by an independent research firm for its success in providing excellent customer service and earning the loyalty of its patients and physicians. Professional Research Consultants (PRC), an independent customer service and marketing research firm that specializes in the healthcare industry, awarded FMC’s Inpatient 3-West Medical/Surgical department a 5-star award for Overall Quality of Care. FMC’s Inpatient and Outpatient Services both received 4-Star Awards for Overall Quality of Care. PRC also named FMC’s Nutrition Services the winner of a Platinum Achievement Award for excellence.

The awards for patient satisfaction are based on patient responses to the survey question, ‘Overall, would you rate the quality of care provided as excellent, very good, good fair or poor.’ FMC patients are surveyed randomly; nearly 3,500 FMC patients are surveyed each year.

The 5-Star award designation is given to healthcare facilities whose satisfaction scores in the top 10 percent of the more than 450 hospitals in PRC’s national database. The 4-Star award designation is given to healthcare facilities that score in the top 25 percent of PRC's national database. The awards are based on the number of patients who rate the facility as “excellent” for the overall quality of care received.

The prestigious Platinum Achievement Awards recognize hospital departments that elevate the level of patient care and satisfaction through original and innovative initiatives, staff sensitivity and creating a healing environment. FMC utilizes feedback from patients to assist in the development of these improvement strategies.

PRC surveys also show FMC’s medical staff ranks the hospital high. The awards are based on the number of physicians who rate the facility as excellent. Based upon a survey of the FMC medical staff, PRC awarded the following areas and functions of the hospital with physician satisfaction awards:
• 5-Star Awards:
Surgical Services
• 4-Star Awards:
Overall Quality of Care – all departments
Best Place to Practice Medicine