ST. MARYS, Ohio (WLIO) – Joint Township District Memorial Hospital’s emergency room and urgent care departments have been recognized for excellence in patient care.
Grand Lake Health System honored the hospital with the CARAT Platinum Award after receiving high marks in patient satisfaction. CARAT, which stands for Caring Acts Recognized As Teamwork, is the highest honor in the Grand Experience customer service program.
Hospital officials said the recognition reflects their ongoing commitment to patient-focused care, especially during potentially traumatic situations.
Hospital officials said the recognition reflects their ongoing commitment to patient-focused care, especially during potentially traumatic situations.
“I think the most important part is actually the patient experience, right? Because patients come to the emergency room, they're scared. They come to an urgent care you know, parents are scared. Kids are scared. So, to make them feel comfortable in a community hospital, knowing that they can count on us and their time of need and their worst times, that's the most important part of what we do as a team and as a community,” said Dr. Joseph Perkins, Emergency Department Medical Director.
The hospital’s emergency and urgent care departments ranked in the 90th percentile for the category “Rate this Hospital” and in the 74th percentile for “Recommend the Hospital,” according to patient surveys.
“These are patients from the community that I may be seeing for the first time and I may never be seen again. So it's that type of impression that we need to leave on this population, because there's only one chance that we have it. We're not a primary care office, so they are not familiar with us. So, when they come here, it has to be recognition, comfortability, a friendly atmosphere, and results,” added Dr. Perkins.
Joint Township’s scores were compared against 320 other emergency departments and 2,621 urgent care centers nationwide.
Media Release from Grand Lake Health Systems
At Joint Township District Memorial Hospital, an affiliate of Grand Lake Health System, we are proud to recognize our Emergency Department and Urgent Care teams for their exceptional patient satisfaction scores, as measured by our third-party partner, Press Ganey.
Most recently, our Emergency Department ranked in the 90th percentile for “Rate the Hospital” and the 74th percentile for “Recommend the Hospital”—two of the most telling indicators of how patients perceive their care and whether they would recommend our services to others. Our teams—including patient experience, nursing, providers, and support staff—have worked diligently to listen to patient feedback and use their voices to guide meaningful improvements in the care we provide."
Our Urgent Care team has also achieved impressive results, currently ranking in the 86th percentile in overall patient satisfaction. This success reflects a consistent commitment to service excellence and responsiveness to patient needs.
In recognition of these achievements, both teams have earned the CARAT Platinum Award, the highest honor in The Grand Experience customer service program with Grand Lake Health System.The Grand Experience is built upon six core values: Communication, Personalize, Courtesy, Honesty, Quality, and Safety. The CARAT Awards—Caring Acts Recognized As Teamwork—recognize teams who exemplify these values in their daily work. Platinum status is awarded solely based on outstanding patient satisfaction scores, and these teams have truly earned it.
While we may be a smaller hospital, our reach and influence are strong. We proudly serve patients from across the region with compassion, skill, and an unwavering commitment to quality. Our Emergency Services are staffed by 9 dedicated providers, forming a core group of professionals whose familiar faces bring comfort and trust to our community. Under the leadership of Medical Director Dr. Joe Perkins, Management, and Patient Experience Coordinator, our Emergency Department has achieved recognition that is difficult—and rare—to earn. Nationally, ED CAHPS “Likelihood to Recommend” and “Rate 0–10” scores are benchmarked against 320 other emergency departments, while Urgent Care scores are compared against 2,621 fast-track EDs across the country.
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