BayCare Wins 10 Press Ganey Awards for Patient Experience

October 19, 2020

BayCare has received national recognition from Press Ganey for its outstanding performance in patient experience. The Indiana-based company is a leader in measuring healthcare patient satisfaction.

Press Ganey awarded BayCare with 10 awards for its 2020 accomplishments at various facilities across the system, according to a recent announcement distributed nationally.

BayCare’s Outpatient Imaging (New Tampa) won Press Ganey’s Pinnacle of Excellence award, one of only three outpatient service facilities selected for consistently high percentile scores over a three-year period.

Nine other BayCare facilities received the Guardian of Excellence award, given to health care locations that scored at or above the 95th percentile based upon patient experience survey feedback over the past year. 

The BayCare facilities that won the Guardian of Excellence include:

  • Six BayCare Outpatient Imaging locations including: BayCare Outpatient Imaging (Riverview); BayCare Outpatient Imaging (St. Petersburg); BayCare Outpatient Imaging (Hyde Park); BayCare Outpatient Imaging (Van Dyke); BayCare Outpatient Imaging (Trinity) and BayCare Outpatient Imaging (Countryside). 
  • BayCare Laboratories (St. Anthony's Hospital Medical Arts Building)
  • Mease Dunedin Hospital’s Emergency Department 
  • Mease Countryside Hospital’s Neonatal Intensive Care Unit (NICU)

BayCare Ambulatory Services across the system have been committed to providing safe, high-quality care and enhancing the overall customer experience for every patient walking in the door. 

“We’re proud of the Ambulatory team for receiving these well-deserved recognitions,” said Jim Cote, senior vice president of Ambulatory Services. “With seven imaging locations and one lab location receiving such acknowledgements, it shows the team’s dedication and demonstration to deliver on an extraordinary experience wherever a patient goes for their service.”

“Our team has created relationships with these patients and truly care about them; they make them feel like family each time they return for services,” added Donna Lynch, director of Outreach Lab.

The teams have worked hard to make a visit to the Ambulatory locations warm, comfortable and respectful of patients’ time and privacy.  

“Health care consumers are savvy nowadays,” said Melissa Hillebrand, director of Ambulatory services in BayCare’s West Region. “They know when they are being treated with sincerity and when they are not. I believe we have created a culture of compassion and kindness supported by high-quality care.”

The Emergency Department at Mease Dunedin Hospital and Neonatal Intensive Care Unit (NICU) at Mease Countryside Hospital also received the Guardian of Excellence Award for their efforts in putting a primarily focus on patient experience.  


“I am so proud of Mease Countryside NICU and Mease Dunedin emergency department teams and what they have accomplished over the past year,” said Matt Novak, president of Countryside Mease and Dunedin Mease Hospitals. “They are leading the way in providing safe, customer-centered care and the best patient experience possible.” 

“I have seen firsthand how hard these teams work. They make patient experience a priority in areas that can be very stressful,” said Jennifer Ransford, vice president of Patient Services and chief nursing officer BayCare’s west region. “To consistently remain in the 95th percentile is a testament to their commitment to excellence and I am so proud of them.”

Guardian of Excellence and Pinnacle of Excellence winners do not apply for the awards but are selected based on results from Press Ganey’s extensive patient survey tools. The company partners with more than 40,000 health care facilities around the country to help them improve their patient experience. 

“It’s a huge honor to see this number of awards,” said Katrina Helmus, BayCare’s director of Customer Experience. “It’s a testament to the leadership team and shows the commitment from our team members to be the leaders in patient experience.”

Press Ganey plans to spotlight the winners during its virtual national conference later this year.