Floyd Medical Center has been awarded a 2006 Compass Award for Customer Service Improvement from Press Ganey Associates. This is Floyd’s fifth consecutive award from the health care industry’s leading satisfaction measurement and improvement firm.

The annual awards recognize health care facilities whose overall satisfaction scores have shown the greatest improvement over the past two years relative to the other facilities.

Floyd Primary Care, a network of twenty-six physician offices and urgent care centers in northwest Georgia and eastern Alabama, was honored for its improvement strategy, which included service standards to which each Floyd employee is held accountable, monthly formal recognition of outstanding offices and employees and the addition of thank-you cards mailed to new patients.

The greatest improvement in patient satisfaction scores, as measured by Press Ganey’s Medical Practice surveys, are related to billing. Customers consistently comment on the ease of contacting the business office to ask billing questions and on the more patient-friendly billing statement. The statement has detailed insurance and payment information, a map directing patients to the billing office, the web address, hours of operation, and a local and toll-free contact number.

In addition, efforts to reduce wait times and improve the protection of patient privacy resulted in higher satisfaction scores.

According to Press Ganey Associates, which recognized only 3 physician networks with a 2006 Compass Award, honorees share common threads:

Listening—These facilities listen to their customers, acknowledge the importance of their customer's opinions, and develop programs based on that feedback.
Employees—Staff satisfaction is recognized as a key to success. Employees are involved and empowered. Meaningful and genuine rewards and recognition programs are in place.
Leadership—Administration stresses the importance of effective communication and a strong service orientation. Managers at all levels model these, and other, critical behaviors.