Published on November 15, 2018

Mary Greeley Recognized By Prestigious Baldrige Program

First organization in Iowa to earn Baldrige recognition.

AMES, IA – Mary Greeley Medical Center has been recognized for best practices related to patient and customer service by the prestigious Malcolm Baldrige National Quality Award program.

Mary Greeley received a site visit by the national Baldrige program in September. The medical center is the first organization in Iowa to receive a Baldrige site visit, and the first in Iowa to be recognized for best practices. The national Baldrige program recognized Mary Greeley for “role model practices related to its patients and other customers.”

"We are tremendously honored to be the first organization in Iowa to receive a site visit from the national Baldrige program and it is particularly gratifying to be the first organization in Iowa to be recognized by Baldrige for best practices,” said Brian Dieter, president and CEO of Mary Greeley. “Everyone at Mary Greeley is focused on a common goal – making sure everyone who comes through our doors, whether they are patients or visitors, has a truly outstanding experience. We put enormous effort into ensuring we have the people and processes in place to meet this goal every single day.”

Mary Greeley was recognized for best practices in the program’s category 3 – Customer Focus, which focuses on how the medical center engages, listens to, serves and exceeds expectations of, and builds relationships with patients and other customers. Mary Greeley practices that were highlighted during the Baldrige visit included hourly patient rounding, the use of social media to interact with customers, and the role of the medical center’s Patient and Family Advisory Council in shaping the patient experience.

"We may not have been named a Baldrige Quality Award winner this time around, but we learned so much through this amazing experience,” said Dieter. “I am confident that Mary Greeley Medical Center will one day soon be a Baldrige Quality Award winning organization."

Mary Greeley Medical Center, founded in 1916, is a 220-bed hospital in Ames. It serves residents in a 14-county region of central Iowa. It is closely affiliated with several other healthcare organizations, including McFarland Clinic, Doran Clinic for Women, Primary HealthCare and the Iowa Heart Clinic. More than 190 medical professionals with expertise in 50 specialties and sub-specialties practice at Mary Greeley. Mary Greeley’s staff includes more than 1,300 nurses, patient care technicians, therapists and other clinical and non-clinical positions. Mary Greeley is the first two-time Gold recognition recipient in the Iowa Recognition for Performance Excellence program.

The Malcolm Baldrige National Quality Award is the nation’s highest honor for performance excellence. It recognizes exemplary practices among organizations and businesses for their drive for radical innovation, thoughtful leadership and administrative improvement.

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