Suburban and BGH Once Again Named “Consumer Choice Award Winners” By National Research Corporation

Released: 1/11/2012

Millard Fillmore Suburban and Buffalo General Hospitals have been named 2011-2012 “Consumer Choice Award” winners by the National Research Corporation.

The award identifies hospitals that healthcare consumers have chosen as having the highest quality and image in over 300 markets throughout the U.S.

“We are proud to have been chosen once again by our patients as a national consumer choice award winner,” said Chris Lane, the president of Millard Fillmore Suburban Hospital. “This is truly a testament to the dedication and skill of our physicians and staff that they demonstrate everyday.”

This was the sixth quality designation or award bestowed upon Millard Fillmore Suburban Hospital in 2011.

For Buffalo General Hospital, this was the fourth consecutive year that the National Research Corporation recognized the quality and the outstanding work of its employees.

“Patient satisfaction and good customer service are priorities for us, and there is no greater honor than to be recognized by the people we serve,” said Cheryl Klass, the senior vice president of operations at Buffalo General. “I am extremely proud of our clinical staff for staying focused on providing superior care for our patients.”

Winners are determined by consumer perceptions on multiple quality and image ratings collected in the company’s Ticker survey. This study surveys over 250,000 households representing over 450,000 consumers in the contiguous 48 states and the District of Columbia. From the households surveyed, 3200 hospitals named by consumers are analyzed and ranked based on their Core Based Statistical Areas (CBSAs) as defined by the U.S. Census Bureau, with the winning facilities being ranked the highest.

Susan L. Henricks, President and Chief Operating Officer at NRC, said “The Consumer Choice Award provides a benchmark for consumers to show how important quality healthcare is to them and to their families.”

“Consumers are taking a more proactive role in their healthcare decisions and demanding higher quality. In a constantly changing healthcare industry, consumer perception is becoming more and more vital to the success of all hospitals,” Henricks said. “At NRC, we know it is imperative to learn from the patient’s experience in order to improve the quality of care. The Consumer Choice Award recognizes those facilities that are meeting or exceeding the needs of consumers – their patients.”

Millard Fillmore Suburban and Buffalo General Hospitals are part of Kaleida Health, Western New York’s largest employer and the largest provider of health care services.

NRC’s Healthcare Market Guide Ticker is the nation’s largest and most comprehensive study of its kind.  No other study used to measure hospital performance and preferences contains more consumer responses than NRC’s study.  The study has a margin of error of + or – 0.2 percent at a national level.  Co-winners are named when scores fall within the statistical margin of error for a given market.