Achieving Statistically Significant Improvements in Patient Satisfaction Scores in a Community Hospital Through the Development of a Service Excellence Model (Fellow Project‪)‬

ORGANIZATIONAL INFORMATION This organization is a not-for-profit community healthcare system governed by a volunteer board of trustees consisting of 28 community members and physicians. The system employs more than 7,000 people and has 1,700 physicians on staff. It is the largest healthcare system in the region--the result of a merger of two systems in 1998--and comprises four hospitals, two long-term care facilities, two outpatient surgery centers, a health education center, a home care agency, and a state-of-the-art health and fitness center. Each of the two organizations that came together to form the merger had provided services in this community for more than 100 years.