8. Outstanding Service

Twenty-five-year-old Jennifer Davis is the picture of good health. Blond, trim and energetic, she isn’t a frequent health care consumer, but makes sure to get a preventive check-up at least once a year.

At the recommendation of a friend, Jennifer last year began seeing St. John’s internal medicine physician John Mihalevich, M.D., for her primary care needs.

What started as a routine, first-time visit with a new doctor turned out to be a surprisingly pleasant experience, Jennifer says.

“The people at the front desk are the ones who give you your initial impression of how you will be treated at a doctor’s office. The lady who helped me at the desk, Patty, couldn’t have been nicer and more cheerful,” Jennifer says.

After checking in, Jennifer visited with Dr. Mihalevich and his nurse in an exam room. The visit wasn’t hurried and she says she felt like he took his time getting to know her and her medical history.

“This was just a new patient, getting-to-know-you type of visit, but Dr. Mihalevich sat down and made me feel like he wanted to meet me and get to know me as his patient,” Jennifer says.

Over the past few years, national organizations that monitor patient satisfaction and health care quality have taken notice of St. John’s Clinic. The clinic’s patient satisfaction scores are now highest in the nation among large clinics evaluated by Press Ganey, an independent research company that measures satisfaction and improvement in health care. St. John’s scores have risen each quarter for the last two years - an unprecedented rise, according to Press Ganey. Physician turnover has also decreased to less than 2 percent last year.

“Patient satisfaction has always been a top priority at St. John’s, whether it’s satisfaction with care, way-finding around our campus or parking,” says Julie Jones, vice president of customer service. “We began measuring our level of service through Press Ganey in 1995 so we can continue to provide the exceptional care that St. John’s and the Sisters of Mercy are known for.”

The day after her appointment with Dr. Mihalevich, Jennifer went to the lab at St. John’s Clinic–Whiteside for blood work. She was also impressed with her experience there.

“It was 7:15 in the morning and the lab employees were walking through the door singing,” Jennifer says. “I was so impressed with how happy they were to be there and how they really seemed look forward to taking care of people that day.”

Not only were the lab employees cheerful and pleasant, they were prompt and professional.

“I was 15 minutes early, but they were more than happy to draw my blood and send me on my way,” she says. “Plus, the woman who drew my blood was experienced and did such an excellent job that it was painless. Everyone at both the clinic and the lab treated me as if I was their friend or relative – like they really cared about me … and that’s how it should be when you go to the doctor.”

Patient satisfaction is also measured at St. John’s hospitals in Lebanon, Mountain View, Cassville, Aurora and Berryville, Ark.; St. John’s Surgery Center and St. John’s Home Care.