WEST CHESTER, PA — Penn Medicine Chester County Hospital has earned the prestigious 2024 Press Ganey Pinnacle of Excellence Award, alongside its third consecutive Guardian of Excellence Award for inpatient care. These accolades, based on patient feedback surveys, recognize the hospital’s unwavering commitment to providing outstanding care and fostering a culture of teamwork and compassion.
The Pinnacle of Excellence Award celebrates sustained levels of excellence, requiring three consecutive years of scores in the top tiers of patient experience metrics. Similarly, the Guardian of Excellence Award honors facilities that achieve and maintain performance at or above the 95th percentile. For Chester County Hospital, these distinctions reflect a deep dedication to building trust with patients and their families.
“There’s an aura here, an ambience, a culture that’s hard to put your finger on,” said Carli Meister, the hospital’s director of patient experience and risk. “We have a relationship with our patients that they can count on every hour of the day, 365 days a year. It’s what everyone here strives for.”
A Culture of Excellence
At Chester County Hospital, the path to excellence begins with every interaction—whether it’s a warm welcome, attentive bedside care, or seamless teamwork behind the scenes. Kirby Cannon, a 10-year charge nurse on the orthopedic surgical unit, likened it to a collective effort of constant improvement. “I try to jump in and welcome patients. And then, the nurses assume care for the rest of the day,” Cannon explained, emphasizing the importance of making patients feel comfortable from the moment they arrive.
The hospital’s interdisciplinary approach to patient care is rooted in quarterly discussions that bring together frontline staff, providers, and leadership to analyze data, review patient comments, and identify opportunities for growth. Meister highlighted the importance of these insights, saying, “It’s like catching a cold in a good way—infectious dedication spreads among the team. We’re all part of the same effort.”
Beyond this ongoing collaboration, the hospital places strong emphasis on repairing trust when things go wrong. “It’s when we acknowledge we’ve let people down and make it better,” Meister added. “Even when trust is broken, we are committed to regaining it quickly.”
Overcoming Challenges
These achievements are even more significant given the challenges the hospital has faced in recent years. A $300 million expansion added new inpatient beds, operating rooms, and an expanded emergency department—right as the COVID-19 pandemic reshaped the healthcare landscape. Adding to the complexity, surrounding hospitals closed, leaving Chester County Hospital to meet growing community needs.
“I think people in the community felt at a loss,” said Brittany Papili, the lead advanced practice provider for the hospital medicine team. “To get this recognition, with all of that going on, says a lot about our hospital and the culture here.”
This culture, cultivated over decades of leadership, has helped create an environment where staff thrive and patients feel supported. Meister credited the hospital’s foundation to long-term values established by former executives and carried forward by current interim CEO Dr. Karen L. Pinsky.
Looking Ahead
For the hospital’s staff, these milestones are a motivation to aim even higher. “You have to maintain a very high standard,” said Papili. “I think we can always do better, but we shouldn’t settle. Never.”
With three consecutive years of excellence now in the books, Chester County Hospital is setting its sights on the future. Its staff remains driven by the same shared dedication—to support and uplift one another so they can deliver exceptional care to every patient, every time.
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