News Release

FORT WAYNE — Parkview Health has been once again honored by NRC Health with the 2024 Excellence in Patient Experience Award, marking the second consecutive year Parkview has been recognized among top-performing hospitals and health systems in the nation for its excellence in delivering patient experiences across the continuum of care.

Parkview Health was selected as the No. 1 overall medium-sized hospital network by NRC Health, while Parkview Ortho Hospital was also selected as the top specialty hospital.

Recipients join an elite group of winners that have demonstrated a commitment to improving the care experience, earning top satisfaction ratings from patients and their families. Winners are annually selected based on receipt of exceptional, real-time patient feedback using net promoter scores. Net promoter scores is a standardized index that measures customer satisfaction and loyalty.

“Patient feedback is the best way for our providers to gauge how we’re serving our communities,” said Tanya Hammon, director of patient experience, Parkview Health. “We use that feedback throughout the year to review our practices and make adjustments, which helps our facilities provide high-quality care and a world-class experience.”

The Excellence in Patient Experience Award is given to a hospital system or individual facility based on size. Parkview Health won this year’s medium health system award, given to one provider with five to 24 hospitals measuring across the continuum of care.

The specialty hospital award was given to one winner out of 147 eligible facilities served by NRC Health. The award is based on scores for the “Would Recommend Facility” question in patient surveys during the time period of April 1, 2023, through March 31, 2024.

Parkview’s patient experience team uses survey feedback to recognize service lines that are providing an exceptional experience for their patients, uncover challenges or make improvements.

“This recognition is special because it comes as a direct result of the experiences that our patients have at our many Parkview facilities,” said Dena Jacquay, chief administrative officer, Parkview Health. “These excellent experiences — whether at our top specialty hospitals like Parkview Ortho Hospital to our community facilities or numerous physician offices — don’t happen without the dedication, skill and compassionate care of our more than 16,000 co-workers. We work every day to provide high-quality care, an excellent experience and great value to every person who trusts us as their healthcare provider of choice.”

Parkview contracts with NRC Health as a third-party vendor to distribute, collect, aggregate and analyze responses from post-visit questionnaires completed with patients via email, text or phone. Patients provide ratings for different aspects of their recent visit and also have the opportunity to add comments about their experience. In 2023, more than 277,000 patient surveys were completed by patients. A few examples are provided below:

“Not only did I receive excellent care but noticed how well the staff worked together as a team to help resolve my issues,” wrote a patient at the Parkview Hospital Randallia emergency department. “They were very forthcoming and advised me step by step what would happen next. I never thought being in an ER would be an excellent experience, but the staff exceeded that.”

“Parkview Health has helped me change my life,” said a Park Center – Huntington patient. “From the moment I first walked in I felt safe, well taken care of, and in an environment where I could speak freely, be myself and get the help that I needed for my addiction recovery. Thank you, Parkview, and to all the other people who helped take care of me.”

“The care I received was empathetic and caring, top-notch,” wrote a Parkview Bryan Hospital emergency department patient. “The nurse was knowledgeable and one of the BEST in patient care. It was also evident the collaboration and teamwork amongst the staff. It felt as if patient care was valued, and everyone worked together to achieve that goal.”

Parkview has repeatedly been recognized as both a top health system for patients and a top employer. Parkview Regional Medical Center and Parkview Ortho Hospital were recognized on the U.S. News and World Report Best Hospital lists; while Parkview Health has been named a Most Loved Workplace in 2023 and 2024, an Inspiring Workplace, a Top Place to Work in Healthcare and a Best-in-State Employer.

“The outstanding dedication Parkview Health has shown in understanding patient needs and elevating their experience truly reflects NRC Health’s mission to infuse human understanding into healthcare,” said Helen Hardy, chief customer officer at NRC Health. “This significant achievement is the result of a collective team effort. Congratulations to Parkview for this remarkable success.”