Hoag Orthopedic Institute Receives 2014 Press Ganey Guardian of Excellence
Award for Achieving 95
thPercentile in Overall Patient Experience
IRVINE, Calif. – Hoag Orthopedic Institute (HOI) was awarded the
2014 Guardian of Excellence Award by Press Ganey Associates, Inc. at their
annual awards banquet in November. The Guardian of Excellence Award recognizes
top-performing facilities that consistently achieved the 95
th percentile or higher for performance in Patient Experience.
The award was earned as a result of achieving excellent patient satisfaction
survey scores. HOI maintained an aggregate overall score of at least 95%
for all surveys received each quarter between 5/1/2013 and 4/30/2014.
This performance places HOI in the top 5% of all of Press Ganey’s
client hospitals and hospital systems.
HOI has recognized the importance of constantly improving and tailoring
their delivery of care since opening their doors in November of 2010.
One of the efforts to increase satisfaction of patients and visitors includes
the designation of 2:00–4:00 p.m. each day as “Quiet Time,”
another ‘Quiet Hours’ period is announced nightly at 9 p.m.
During this time period, patients are encouraged to nap or rest and extra
emphasis is put on keeping the environment quiet and tranquil to allow
for this. There is a “Quiet Team” that oversees this and other
initiatives to ensure that patients have a quiet and soothing atmosphere
in which to recuperate.
“We are so proud of the exceptional work done by our entire staff
to enable us to achieve this noteworthy honor,” said Dereesa Reid,
CEO of Hoag Orthopedic Institute. “The award is a testament to our
culture and team-approach to providing the highest quality patient-centered
care at HOI.”
The Press Ganey Guardian of Excellence Award is a nationally-recognized
symbol of achievement in health care. Presented annually, the award honors
clients who consistently sustained performance in the top 5% of all Press
Ganey clients for each reporting period during the course of one year.
“The initiatives we have implemented at HOI, such as our preoperative
education class, Quiet Time and our streamlined discharge protocols, have
helped us to create a more functional, harmonious environment for our
patients and staff,” said Kanoe Allen, HOI’s Chief Nursing
Officer. “Our hospital provides patients a serene healing space
where they feel safe, comfortable and important.”
HOI has also implemented staff education programs such as the patient experience
station during its annual Orthopedic Skills Days, which educates staff
on patient satisfaction, setting expectations and service recovery, monthly
patient experience presentations for Charge Nurses, and quarterly patient
experience presentations to medical and surgical staff at mandatory staff
meetings where new initiatives, patient satisfaction scores and improvement
solutions are discussed.
“These programs are truly producing positive results here,”
added Carlene Parrish, Quality and Patient Relations Specialist at HOI.
“We look forward to viewing our future outcomes and continuing in
our trek to provide the best patient-centered care possible.”
About Hoag Orthopedic Institute
Hoag Orthopedic Institute (HOI) is located in Orange County, California.
It consists of a 70-bed hospital located in Irvine and two ambulatory
surgery centers: Orthopedic Surgery Center of Orange County in Newport
Beach and Main Street Specialty Surgery Center in Orange. HOI has more
than 300 physicians on staff, including over 80 orthopedic specialists.
Achievements in patient safety and satisfaction, and growth initiatives
have propelled HOI to become the highest volume provider of joint replacements
in California. The physicians collaborate on more than 10,000 orthopedic
procedures annually. HOI ranks in the 98th percentile for willingness
to recommend the hospital and in the 97th percentile for overall hospital
rating according to the Hospital Consumer Assessment of Healthcare Providers
and Systems (HCAHPS). HOI focuses in the treatments of the knee, hip and
spine disorders, and takes pride in specialty care related to sports medicine,
orthopedic trauma and extremities care. Since opening in 2010, HOI’s
hospital has been named by U.S. News & World Report and Becker’s
Orthopedic, Spine & Pain Management Review as one of the top orthopedic
hospitals in the nation. For more information, visit
Press Ganey Associates, Inc.
Recognized as a leader in performance improvement for nearly 30 years,
Press Ganey partners with more than 11,000 health care organizations worldwide
to create and sustain high-performing organizations, and, ultimately,
improve the overall health care experience. The company offers a comprehensive
portfolio of solutions to help clients operate efficiently, improve quality,
increase market share and optimize reimbursement. Press Ganey works with
clients from across the continuum of care – hospitals, medical practices,
home care agencies and other providers – including more than 50%
of all U.S. hospitals. For more information, visit