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Hospital announces Heflin Patient Satisfaction Award


Throughout the healthcare industry, hospitals and clinics are embracing new concepts to meet and exceed patient expectations as well as recognize the employees that achieve those expectations. At SSM Health St. Francis Hospital, a new initiative to distinguish improvements in patient satisfaction based on responses from surveys has been launched and named the Ann Heflin Patient Satisfaction Award.​

Ann Heflin was a licensed practical nurse at St. Francis for over 15 years. Although she cared for medical and surgical patients, she became a mainstay on the obstetrics unit. She passed away in 2006.

Close friend and coworker Gina Mackey explained why the award was named in Heflin’s memory, “As an LPN, Ann cared for patients as if they were her own family whether they were infants, children, adults or elderly. Her most prominent contributions were in obstetrics; she loved being a part of helping mothers deliver babies and the mothers loved having her there. She would care for both mom and child with true compassion, respect and love.”

“As a child growing up in this community, she (Ann) always dreamed of working St. Francis,” Mackey said. “She told many how she was so proud to work for the Sisters. She mentored many, not only on how to provide the best care, but also how to provide excellent and compassionate care to the whole family.”

The first Ann Heflin Award was presented to the staff of the Medical/Surgical unit at a small award ceremony on January 25 with members of the Heflin family in attendance.

“It is nice that Ann’s family is here to help us commemorate this award,” Debbie Hoffman, VP of Patient Services, stated. “Ann cared for patients like they were family so it is appropriate that her family is here to celebrate with us.”

The Ann Heflin award will be presented on a quarterly basis. The Medical/Surgical unit showed the highest percent increase in their patient satisfaction survey results from third to fourth quarter 2015.