President's Awards Given to Only One Organization in the Nation
Novant Health received the 2011 President's Award from Professional
Research Consultants (PRC), a nationally known healthcare research
company. Each year, PRC presents its top award to one organization or
individual that has made an extraordinary contribution to healthcare.
Novant was honored for its success in permeating a customer-focusing culture of service excellence throughout the organization.
Joe Inguanzo, Ph.D., president and CEO of PRC explained why Novant
Health was honored with his organization's top award. "I've worked with
hundreds of hospitals across the country and never have I witnessed such
ease and success in incorporating new facilities into a culture like I
observed with Novant Health." He went further to say, "Even for high
performing organizations such as Novant, when bringing new facilities
into the fold, there are always indicators of misalignment and stress.
The first indicator I often witness is that the patient, employee and
physician loyalty scores at the new facilities are not as high as the
rest of the system. This wasn't the case with Novant. The success
spreading their "Remarkable Experience" culture is evident in how
quickly the newest facilities provided excellent experiences."
"When hositals and health systems consider joining another
organization, they often consider culture as a top priority," said Paul
Wiles, president and CEO of Novant Health. "The organizations that have
joined Novant over the past few years share our deep commitment to
providing service excellence to our patients, physicians and employees.
We relentlessly focus on this commitment and an award such as this one
helps validate our staff's effort to provide remarkable service to all
who entrust their care to us."
Novant also received the PRC President's Award in 2006, making the
health system the only organization to be honored twice with this
prestigious award. In his comments about Novant at the 2006 conference,
Inguanzo stated, "There is a commitment to excellence in every arena
that begins with the health system president, continues with all leaders
and ultimately benefits the patient, physician and employee. Novant
Health received this award for extraordinary efforts focused on putting
the care back in healthcare."
Since 2006, Novant has doubled the size of its physician medical
group to 359 clinics and welcomed five new hospitals to the health
system, including Brunswick Community Hospital in Supply, N.C.; Rowan
Regional Medical Center in Salisbury, N.C.; Prince William Health System
in Manassas, Va.; Franklin Regional Medical Center in Louisburg, N.C.
and Upstate Carolina Medical Center in Gaffney, S.C. The health system
also opened a new hospital, Kernersville Medical Center in Kernersville,
N.C., in March 2011.
Professional Research Consultants is in its 31st year of providing
opinion research for hospitals across the United States. Overall, Novant
Health received 70 awards for patient satisfaction, 299 awards for
employee satisfaction and 93 awards for medical staff satisfaction.
Novant Health leaders received the President's Award at PRC's
Excellence in Healthcare Conference held in Nebraska May 1-4. The event
included hospital leaders from across the United States who gathered to
participate in the 2011 educational conference on healthcare service