Mercy Recognized for Outstanding Patient Experience

July 21, 2021
Mother with newborn baby

Since the Sisters of Mercy arrived in Durango in 1882, our focus has always been on doing what is best for our patients and community. Today, our caregivers are dedicated to ensuring this legacy of compassionate, whole person care continues. The dedication of our caregivers was recently recognized with the receipt of the Healthgrades Outstanding Patient Experience Award™, an award Mercy Hospital has received 13 years in a row (2009-2021). This distinction places Mercy among the top 5 percent of hospitals nationwide for patient experience in 2021, according to Healthgrades, the leading marketplace that connects patients and providers.

For this annual analysis, Healthgrades evaluated 3,297 hospitals that submitted at least 100 patient experience surveys to the Centers for Medicare and Medicaid Services (CMS), covering admissions from January 2019 to December 2019. Of those hospitals evaluated, 417 hospitals outperformed their peers—based on their patients’ responses—to achieve this award.

“For 139 years, our incredible caregivers at Mercy have served our communities with compassionate, high-quality, whole person care,” said Patrick Sharp, Mercy Hospital's Chief Executive Officer. “At Mercy, we place patient experience and safety at the forefront of all we do.”

Healthgrades evaluates performance by applying a scoring methodology to 10 patient experience measures, using data collected from a 29-question survey of the hospital’s own patients. The survey questions focus on patients’ perspectives of their care in the hospital. Question topics range from cleanliness and noise levels in patient rooms to medication explanations, and hospital staff responsiveness to patients’ needs. The measures also include whether a patient would recommend the hospital to friends or family and their overall rating of the hospital.

“The recipients of the Healthgrades 2021 Outstanding Patient Experience Award have consistently put patient experience front and center and have made it a priority within their organization,” said Brad Bowman, MD, Chief Medical Officer, Healthgrades. “We commend these hospitals for their long-standing commitment to providing an exceptional patient experience, while ensuring the health and safety of their patients.”

View Healthgrades hospital quality methodologies.