Patricia Neal Rehabilitation Center recently became a five-time recipient of the Crystal Award for outstanding patient satisfaction. The award is bestowed by the nationally known healthcare marketing research company, Professional Research Consultants (PRC) and is given annually to the country’s top rehabilitation facility that scores at or above the 100th percentile when compared to other facilities.
PRC research is conducted via a confidential survey to obtain the opinions of patients and assess their perceptions of patient care. Facilities strive to receive an “Excellent” when their patients are asked the Overall Quality of Care question, with PNRC’s patients giving that answer more often than patients at any other rehabilitation facility in the country.
Patricia Neal Rehabilitation Center medical director Mary Dillon, MD, is honored, but not too surprised.
“Receiving the Crystal Award validates what we at PNRC already know,” Dillon says, “that we strive to provide excellent patient centered care every day.”
According to PRC research, patients in rehabilitation at PNRC are happier with their care than patients in rehabilitation anywhere else in the country. It’s the fifth time the East Tennessee leader in stroke, spinal cord and brain injury rehabilitation has brought home the award since 2005.
Additionally, PNRC was presented a 5-star award for being in the top 10 percent among healthcare providers, facilities and units in the PRC database for patient satisfaction based on the percent of “Excellent” responses to Overall Quality of Care.
“The Crystal Award and 5-star award are particularly meaningful because it reflects how our patients feel about the care they received, instead of our opinion of the job we are doing,” Dillon says.
Patients admitted to Patricia Neal Rehabilitation Center are usually experiencing difficult and challenging circumstances. Dillon believes the validation of patient approval may help ease minds about the work ahead.
“When our patients and families see the Crystal Award, I think it gives them confidence about their care and experiences at the Patricia Neal Rehabilitation Center,” Dillon says. “For our staff, the award certainly affirms their efforts and inspires a sense of accomplishment.”
Calling excellence an “ongoing process,” Dillon says PNRC is always striving to improve, whether accolades are involved or not. “We aren’t driven by the prospect of awards,” Dillon says. “As a staff, our goal is to provide the best care – the kind we would want for our own families and loved ones.”
PNRC offers a comprehensive, team approach to rehabilitation. Physical, occupational, recreational, behavioral medicine, and speech language therapists work with rehabilitation physicians to develop individual plans of care. Meanwhile, rehabilitation nurses work with patients and their families to teach self-care techniques, and to provide education, helping patients restore their abilities and rebuild their lives.