2024 Press Ganey Human Experience Guardian of Excellence Award®

Veterans Memorial Hospital has been named a 2024 Human Experience (HX) Guardian of Excellence Award® winner by Press Ganey, the global leader in healthcare experience solutions and services. This award is part of Press Ganey’s annual ranking of the top hospitals and health systems in the country, according to performance in patient experience in emergency care.

As a winner of the Press Ganey HX Guardian of Excellence Award®, Veterans Memorial Hospital is in the top 5% of healthcare providers in delivering emergency care in the last year.

“At VMH, we are very fortunate to be able to serve our community and surrounding areas,” states Jared Donahue, RN, ER Manager. “Our staff takes great pride in caring for the patients in our community and helping them achieve the best outcomes possible. We are also very fortunate to have experienced staff that works around the clock to provide 24/7 emergency care to the community and surrounding area.”

Press Ganey works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.

“The award is given to Press Ganey clients who score in the top 5 percent for patient satisfaction and recognizes the hard work, dedication, and compassion that each and every one of our staff brings to our organization,” explains Bailey Estebo, RN, ACNO and coordinator of the Press Ganey patient satisfaction program at the hospital. “This achievement reflects our commitment to delivering exceptional care, creating positive experiences, and making a meaningful difference in the lives of those we serve. And this includes everyone, from front-line staff to leadership. Each one of you plays a critical role in making this happen, and this recognition shows that patient care is at the heart of what we do.”

“Veterans Memorial Hospital is setting the standard for excellence in patient experience in emergency care,” said Patrick T. Ryan, CEO and Chairman at Press Ganey. “They are leading the way by turning words into action and creating a culture where every interaction is an opportunity to make a positive impact. It’s clear they’re committed to making a difference.”

Veterans Memorial Hospital appreciates patients taking the time to fill out their patient surveys following their appointments. Without that feedback, awards like this could not be calculated and received.

Becky Krambeer, one of the ER Providers at Veterans Memorial Hospital explains, “The emergency provider staff at VMH have all had extensive training in a variety of settings including Gundersen Health System, Gundersen Air, St. Mary’s Rochester, Unity Point Health, Gundersen Palmer, West Union, Tomah Memorial Hospital, and a variety of other critical access hospitals in the region. Our staff includes providers with specialized training in emergency care who are all educated and certified in Advanced Trauma Care certified by the American College of Surgeons, Advanced Cardiac Life Support, Pediatric Advanced Life Support, and Neonatal Resuscitation. The utilization of AVEL, E-Emergency is available for assistance if needed and a great resource for the providers. The University of Iowa provides educational opportunities with SIM-IA to provide EMS, emergency nurses, and providers with the most up-to-date situations and the ability to practice life-threatening situations. The SIM-IA trailer comes to Veterans Memorial Hospital a few times a year to educate staff. Gundersen Air provides education to nurses and medical providers to help with a seamless transition with critically ill patients.”

She adds, “The opportunity to use my skills and training in a critical access hospital is rewarding and challenging. I am grateful to live closer to home and work in the community where I live to provide quality care closer to home.”

Michael Coyle, CEO of Veterans Memorial Hospital concludes, “All of the staff at VMH work hard to provide the best possible care to each and every patient. We strive for the cleanest hospital in the country, have a family-like work environment, and ensure that the patient is at the center of everything we do for an amazing overall experience.”

Veterans Memorial Hospital will be celebrating its 75th year in 2025, and continuing to offer this award-winning emergency medical care, 24 hours a day, 7 days a week.