HealthGrades Names Saint Joseph London Among the Top 10% in the Nation for Outstanding Patient Experience in 2012


Media Contact(s):
Sharon Hershberger
Public Affairs Director, Saint Joseph London
Phone: 606-330-6009

London, KY – A report released by HealthGrades, the nation’s most trusted, independent source of physician information and hospital quality ratings, named Saint Joseph London among the top 10% in the nation for Outstanding Patient Experience.  This distinction ranks Saint Joseph London among the top 10% of hospitals nationwide based on an analysis of patient satisfaction data for 3,837 U.S. hospitals by HealthGrades.

The Outstanding Patient Experience Award recognizes hospitals for patient satisfaction based on answers to 27 survey questions which incorporate the following attributes: doctor and nurse communication, hospital cleanliness, staff responsiveness, medication instruction, post-discharge care education and the patient’s likelihood to recommend the hospital to others. According to HealthGrades, in order to rank in the top echelon, 80% of patients treated at the nation’s best-performing hospitals would definitely recommend the hospital, compared to only 53% of patients who received care from the poorest-performing hospitals.

Ginna Dempsey, hospital President states, “At Saint Joseph London, we strive to provide the highest quality of patient care possible.  We have established a culture of safety to minimize hazards and patient harm by focusing on processes of care and continually monitor these against national standards.”

To designate its 2012 Outstanding Patient Experience Award recipients, HealthGrades analyzed HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) hospital survey data obtained from the Centers for Medicare and Medicaid Services (CMS), from April 2010 to March 2011. HealthGrades identified 332 hospitals performing in the top 10% in the nation for patient satisfaction, based on survey responses from patients treated at those facilities. Hospitals had to meet bed size, survey-response size, and clinical-quality thresholds in order to be eligible for the award. Information on award recipients and the ratings methodology is available, free to the public, at

“This year HealthGrades paid particular attention to the impact that patient-provider communication has on patient experience. For example, we found that 27% more patients of the top-performing hospitals reported staff always explained their medications before administering them, compared to hospitals in the bottom 10%,” said Kristin Reed, MPH, HealthGrades Vice President of hospital quality programs and author of the study. “Communication is clearly an important factor for patient satisfaction, but it can also be critical to ensuring positive outcomes. We commend hospitals like Saint Joseph London for setting the standard for outstanding patient experience.”

When compared to hospitals performing in the bottom 10% for patient satisfaction, HealthGrades Outstanding Patient Experience Award recipient hospitals are attributed with the following:

• 50% more patients gave the hospital an overall rating of a 9 or a 10 (10 being the highest possible)
• 38% more patients responded that they always received help from staff quickly
• 23% more patients reported their nurses always communicated well
• 21% more patients felt their pain was always well controlled
• 14% more patients reported their doctors always communicated well

Saint Joseph London (part of KentuckyOne Health) opened a new $152 million, 340,000-square-foot regional facility in August 2010.  The facility features the latest technology, including nationally ranked, award winning services, and a faith-based, healing environment.  Outpatient diagnostic services are grouped in one convenient location.  Hospital services include cardiovascular care, general surgery, orthopedics, outpatient pediatrics, obstetrics/gynecology, hematology/oncology, neurology, sleep wellness service and more.

KentuckyOne Health was formed when two major Kentucky health care organizations came together in 2012.  KentuckyOne Health combines the Jewish and Catholic heritages of the two former systems – Jewish Hospital & St. Mary’s HealthCare and Saint Joseph Health System.  The nonprofit system is committed to improving the health of Kentuckians by integrating medical research, education, technology and health care services wherever patients receive care.  KentuckyOne Health has nearly 200 locations including hospitals, physician groups, clinics, primary care centers, specialty institutes and home health agencies, with more than 13,600 employees across the state of Kentucky and southern Indiana.  KentuckyOne Health is the largest health system in Kentucky and has more than 2,325 licensed beds.
HealthGrades is America's most trusted, independent source of physician information and hospital quality outcomes. HealthGrades online properties are the nation's leading destination for physician search and empower more than 170 million consumers annually to make informed healthcare decisions.

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Last Updated: 2/4/2015