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Kaiser Permanente Santa Clara Honored for providing “Outstanding Patient Experience”

National award cites KP Santa Clara in top 15% of positive reports from patients

Kaiser Permanente’s Santa Clara Medical Center Hospital has been awarded the Health Grades honor for Outstanding Patient Experience, based on surveys of the quality of care patients say they received while in the hospital and after discharge. Only three other Bay Area hospitals won the award.


“We are all so proud of our teams who have earned the confidence and trust of our patients and their families,” said Dr. Susan Smarr, Physician-in-Chief of the Kaiser Permanente Santa Clara Medical Center. “At Kaiser Permanente, we work very hard to treat patients like family.”

The Health Grades honor is based on data from a federal questionnaire, which asks hospital patients about the quality of communications they had with their doctors, nurses, and staff, and how quickly caregivers responded to their needs.

“We strive to ensure that ‘magic happens at the bedside’,” said Chris Boyd, Senior Vice President and Area Manager of Kaiser Permanente Santa Clara. “And we achieve this through a focus on communication and connection with our patients, families and visitors at all levels of Kaiser Permanente.”

The survey also asks patients about how effectively their pain was managed in the hospital and how understandable their discharge instructions were. The survey, from the federal Centers for Medicare Services (CMS) also asks about patients’ overall satisfaction with the hospital, its cleanliness and quietness

Boyd went on: “Dr. Smarr and I are extremely proud to receive this recognition. It is a testimonial to the commitment to service quality for our entire organization and a solid validation of the dedication and efforts of our caregivers.î

Evidence-based research shows that while high-quality clinical care is of the utmost importance, providing an equally high-quality patient experience in the hospital enhances healing and recovery.

Kaiser Permanente Santa Clara scored in the top 15-percent of positive reports from patients. The hospital is one of Kaiser Permanente’s newest, offering all private rooms and private baths, sleeping couches in room alcoves that allow families to spend the night with patients, windows with views, natural light and soothing colors. KP Santa Clara is a center for high level pediatric care, cancer care and heart surgery.

Since 1998, Health Grades has been a leading online resource for comprehensive information about physicians and hospitals.


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