The North Mississippi Health Services (NMHS), a US healthcare provider and winner of the 2012 Malcolm Baldrige National Quality Award, used Press Ganey Associates (PGA), the US largest comparative database of patient satisfaction, data to focus on the top drivers to improve patient satisfaction and care. Goals were set based on top quartile, 90th percentile or TOP BOX scores. Against the target of the 90th percentile, NMHS achieved 90% in 2009, 95% in 2010 95%, 93% in 2011, and 88% in 2012....
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