Community Hospital of the Monterey Peninsula wins top honors in national Excellence in Patient Experience Award for Outstanding Commitment to Enhancing the Care Journey

FOR IMMEDIATE RELEASE

Contact: Monica Sciuto (831) 622-2756

Communication and Marketing: (831) 625-4505

Monterey, Calif. — Community Hospital of the Monterey Peninsula was honored by NRC Health as a recipient of its 2022 Excellence in Patient Experience Awards, which recognize top-performing hospitals and health systems for excellence in delivering outstanding patient experiences across the continuum of care. Community Hospital was one of only eight hospitals in the nation to win the award and is the only hospital of any size to win the award in California.

The NRC Health Excellence in Patient Experience Awards are presented annually to an elite group of healthcare organizations that have demonstrated exceptional commitment to improving the care experience by earning top satisfaction ratings from patients and their families. Community Hospital’s efforts to exceed patient expectations and design experiences that inspire loyalty embody the NRC Health mission to bring Human Understanding to healthcare. Awardees were selected from a group of eligible small, medium, and large hospitals and health systems, pediatric facilities, and medical groups that received exceptional real-time Net Promotor Scores (NPS). (A Net Promotor Score is calculated by averaging a customer’s (patient’s) likelihood of recommending a brand on a scale of one to ten.) Between April 1, 2021 and March 31, 2022, Community Hospital earned an NPS score of 82.1, which is 17 percent higher than the national average for medium-sized hospitals included in the survey.

“We are extremely honored to receive this national recognition for the exemplary work our physicians, employees, and volunteers do for our patients and their loved ones each and every day,” said Dr. Steven Packer, President/CEO, Montage Health, Community Hospital of the Monterey Peninsula’s parent company.

“In addition to providing the highest quality of care, we aim to ensure that our patients and their families feel heard and respected, said Dr. Steven X. Cabrales, Vice President/Chief Medical Officer of Montage Health. “We believe that emphasizing human understanding not only improves patient experience, but also patient outcomes.”

“Our staff work in the healthcare field to make a difference in helping others in their time of need,” said Debbie Sober, Vice President/Chief Nursing Officer Montage Health. “Their care and compassion is second to none as they work to connect with each patient at some of their brightest and darkest moments in their lives. We are honored to be recognized for those efforts.”

“It is incredibly gratifying to be able to honor another esteemed group of organizations this year who deliver exceptional patient care day in and day out,” said Helen Hrdy, Chief Growth Officer at NRC Health. “Human Understanding is at the core of what we do and to see it come to life is rewarding beyond words. Congratulations to Community Hospital of the Monterey Peninsula for this recognition, your work is inspiring!” 

Community Hospital has implemented a robust framework of initiatives to improve patient experience, including:

Customer Experience Work Group (CEWG)

The workgroup includes leaders from across the organization to identify ways to improve the patient experience.

Patient/Family Advisory Committee (PFAC)

The committee, comprised of former patients and caregivers, provides hospital staff with valuable insights from personal experiences that inform and guide our efforts to continuously improve our services.

Good Catch Campaign

We reward employees who report how they helped prevent a medical error, improve hospital procedures, or keep patients safe. Nurses, technicians, respiratory therapists, and other professionals are recognized through this campaign for their special contributions to patient safety and outcomes.

Daily safety huddles

Led by a hospital executive, key operational leaders meet each weekday morning to confer on such topics as safety, injury prevention, and staffing and service needs.

Kudos

Staff can submit kudos to colleagues who have provided exceptional peer support or collaboration to the benefit of our patients and staff alike.

DAISY Nursing Award

The DAISY (Diseases Attacking the Immune System) Award is an international recognition program that awards nurses monthly by honoring the skillful, compassionate care that nurses provide every day. We are proud to participate in this program to recognize those nurses who have made a meaningful difference in a patient’s care experience.

For more than four decades, NRC Health has helped healthcare organizations illuminate and improve the moments that matter most to patients, community members, physicians, nurses, and staff. A complete list of winners can be found on NRC Health’s Patient Experience website.