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Baylor Scott & White Hospitals Nationally Recognized for Outstanding Patient Experience

​Facilities earn Guardian of Excellence Award based on customer surveys

DALLAS (NOVEMBER 14, 2017) — Baylor Scott & White Health has earned national recognition from Press Ganey®, the leading provider of patient experience measurement, for outstanding performance in patient experience at 11 hospitals.

Each hospital earned the company's Guardian of Excellence Award, which recognizes top-performing health care facilities that have consistently rated in the 95th percentile or above for patient experience based on one year of data. Three other hospitals earned the Pinnacle of Excellence Award.

"There are a lot of organizations using Press Ganey – literally thousands from across the country – who are all striving to improve the care experience," explained Christina Saint Martin, MPA, vice president and chief patient experience officer for Baylor Scott & White. "The fact that we stand out among so many others in delivering excellent service is something we're extremely proud of and work hard at every day."

The Baylor Scott & White hospitals that received the Guardian of Excellence Award across one or more patient experience categories measured by Press Ganey were:

  • Baylor Emergency Medical Center at Colleyville
  • Baylor Jack and Jane Hamilton Heart and Vascular Hospital
  • Baylor Medical Center at Trophy Club
  • Baylor Medical Center at Uptown
  • Baylor Orthopedic and Spine Hospital at Arlington
  • Baylor Scott & White Medical Center - Frisco
  • Baylor Scott & White Medical Center - Waxahachie
  • Baylor Scott & White Surgical Hospital at Sherman
  • Baylor Scott & White The Heart Hospital – Plano
  • The Heart Hospital Baylor Denton
  • The Texas Spine and Joint Hospital

The three Baylor Scott & White entities that received the Pinnacle of Excellence Award for consistently high levels of excellence in patient experience based on three years of data were:

  • Baylor Scott & White HealthTexas Provider Network - Signature Medicine Tom Landry Clinic
  • Baylor Institute for Rehabilitation - Plano (15th Street)
  • The Heart Hospital Baylor Denton Emergency Department

In July, Baylor Scott & White Medical Center - Brenham announced that it had scored in the top 91 percentile for patient satisfaction in the nation, according to a Press Ganey survey.

Over the past decade, there has been an increased focus in health care not just on providing evidence-based medical care, but the high level of service patients and their loved ones are accustomed to receiving in other industries. Providing service excellence and continually striving to improve the care experience has long been an organizational pillar of Baylor Scott & White.

"The overall customer experience is what patients and families can see, feel and experience beyond the quality of the treatments and therapies they receive," said Saint Martin. "It is critical to the overall impression patients have of our organization, and is what leads them to choose us in their time of need."

About Baylor Scott & White Health
Formed from the 2013 merger between Baylor Health Care System and Scott & White Healthcare, the system referred to as Baylor Scott & White Health is the largest not-for-profit health care system in the state of Texas. With total asset​​​s of $10.8 billion* and serving a population larger than the state of Georgia, Baylor Scott & White Health has the vision and resources to provide its patients continued quality care while creating a model system for a dramatically changing health care environment. The system now includes 48 hospitals, more than 1,000 access points, 5,500 active physicians, and 44,000 employees, plus the Scott & White Health Plan, Baylor Scott & White Research Institute and Baylor Scott & White Quality Alliance — a network of clinical providers and facilities focused on improving quality, managing the health of patient populations, and reducing the overall cost of care. For more information visit:​

*based on audited 2016 fiscal year statements