Memorial Hospital of Union County just brought home its report card and the results are good: all A's and a B-plus.

Memorial Hospital of Union County just brought home its report card and the results are good: all A's and a B-plus.

Hospital President and CEO Chip Hubbs shared the results of a consumer assessment survey that ranked Memorial first in customer satisfaction in Central Ohio at the Union County commissioners' meeting on Tuesday, April 24.

The hospital scored in the 90s on all but one of nine survey categories, including: "likelihood to recommend" (96); "nurse communication" (93); "physician communication" (92); "hospital staff responsiveness" (97); "pain management" (94); and "overall experience" (97).

The only B-plus grade the hospital received was for "environmental quietness" (88).

Hubbs said the hospital staff takes these surveys seriously.

"We have implemented customer service committees, each focused on different service areas, in which we evaluate trends relative to scores and also individual comments, and then develop programs or initiatives to tackle the concerns our patients and their families bring forward," he said.

Rather than run from criticism, the hospital relies on its most lucid clients to provide direction, he said.

"We pick up the phone and call patients who have constructive comments (on surveys)," Hubbs said. "This way, we can learn more about the details of their concern and perhaps even garner ideas about what changes may be effective ones."

Commissioner Gary Lee said he doesn't take Memorial Hospital for granted.

"It is a real asset for us to have a county hospital that is a profit center," Lee said. "A lot of county hospitals actually lose money, but not Memorial.

As a result, we're able to do exciting new projects like the Heart Partnership collaboration with the Ohio State University Medical Center."

Last October, Memorial broke ground on an $11 million, 23,360-square-foot cardiac and surgery pavilion, the first major construction on the hospital campus since 2004. The Heart Partnership will provide vascular testing and monitoring, critical care management, diagnostics and testing and interventional cardiology as well as prevention and rehabilitation services.

The facility is expected to be completed by December.

Memorial Hospital had been second in the previous seven grading periods before moving recently to the head of the class, which includes other Central Ohio hospitals such as Dublin and Riverside Methodist hospitals, Grant Medical Center and Mount Carmel St. Ann's.

Hubbs said the hospital also was contacted recently by Thompson Reuters and was told it just barely missed making the news organization's Top 100 hospitals list. The only two Central Ohio hospitals to make the Top 100 were Dublin Methodist Hospital and Doctors Hospital.

"Our results cause us to remain focused on our quality initiatives and our relentless pursuit of the highest standards of patient care," Hubbs said. "As an independent community hospital not under ownership of a large system, we face additional challenges, but we don't allow that to interfere with our ultimate objectives of being the best choice for health care in Central Ohio."

Hubbs said new buildings and fancy machines are exciting, but the hospital relies just as heavily for its success on human interaction.

"We want our patients to feel as though the care provided by their friends and neighbors within our facility was exceptional," he said, "not only in the level of technology and clinical services, but also the respect and genuine kindness of the team providing the care.