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NEWS & FEATURES

WPMH Holds Media Event that Includes Star Olympian

On May 6 WPMH announced at a press conference held on campus that it is joining forces with the University of Central Florida's Rosen School of Hospitality Management and College of Health & Public Affairs to help bring proven customer satisfaction practices from the hospitality industry to the hospital setting.

"We already have a nationally known orthopedics program with a strong emphasis on customer service and we want to expand on those practices to benefit all WPMH patients and ultimately serve as a national model," said Ken Bradley, FH Senior V.P. and Hospital Administrator. "Already our clinical outcomes are excellent, and we want to continue to ensure that patient and family experiences are just as good. With this study, we'd like to understand the impact of patient satisfaction on clinical outcomes."

Using the Orthopaedic Institute first as a testing site, the study will look at issues related to the patient experience with the intention of developing new ways to manage them. UCF Researcher Myron Fottler, PhD, who has an extensive hospitality industry background, will direct the study. Dr. Fottler joined Bradley and orthopaedic surgeon Hugh Morris, MD, and Olympian Derek Parra in the press conference. Parra, who won gold and silver speed skating medals at the 2002 Winter Olympic Games, came to WPMH to take part in daylong events promoting the FH Orthopaedic Institute at WPMH.