Baptist Health South Florida

Baptist Health South Florida Recognized by Press Ganey as Leading Innovator for Rapid Development of Response to Compassionate Communication During COVID-19 Pandemic

December 10, 2020

December 10, 2020 – Miami, FL – Baptist Health South Florida is pleased to announce it has been named a 2020 Leading Innovator by Press Ganey. The company’s Leading Innovators Program honors clients for rapid development and implementation of innovative approaches to addressing challenges facing the health care industry, including those brought about by the relentless spread of COVID-19. Many of the innovations developed in direct response to the pandemic have emerged as invaluable practices that will continue to transform the safety, quality, and experience of care long after the crisis has passed.

In early April, Baptist Health convened a taskforce to provide emotional support for patients and families who could not be physically together due to a no visitors policy that was implemented during the pandemic. In keeping with the Press Ganey patient-family connection solution to reduce patient suffering, Baptist Health leveraged technology to bridge the communication gap. To date, the staff has facilitated 10,000 Zoom calls and 25,000 phone calls for patients and their loved ones with the help of iPads that were deployed across the organization.

“Throughout this pandemic, our care teams have become extensions of our patients’ family and we are honored and inspired with the opportunity to provide hope through the toughest of times,” said Angie Medina, director of Patient Experience at Baptist Health, who led the taskforce together with Agueda Hernandez, M.D., designated institutional official for Baptist Health and chief medical officer of the Center for Advancement of Learning.

Baptist Health Foundation facilitated the acquisition and activation of the iPads for compassionate care during the COVID-19 pandemic. Through the generosity of KPMG and City National Bank, the Foundation has provided more than 300 iPads, cases and chargers so that the most critical patients with COVID-19 can remain connected to their loved ones. This initiative has reduced patient suffering and resulted in immeasurable gratitude among their families and caregivers.

“This is what Baptist Health Foundation is here to do – We support our patients, staff and community to make sure everyone is cared for with not only expertise and innovation, but also with compassion,” said Alex Villoch, chief executive officer of Baptist Health Foundation. “None of this would be possible without the support of our generous donors. We are abundantly grateful,” Villoch added.

“The caregivers and staff of Baptist Health touch the lives of patients and their families in profound ways,” said Patrick T. Ryan, Chairman and Chief Executive Officer, Press Ganey. “This recognition reflects their deep commitment to our shared mission to reduce suffering and improve the safety, quality, and experience of care. I continue to be humbled and inspired by their heroic efforts to care for patients and their caregivers in the face of the uncertainty, stress, and fear brought on by the COVID-19 pandemic. Press Ganey is proud to partner with them in this noble work and we congratulate them on this tremendous achievement.”

The Leading Innovators Program was created to celebrate the spirit of innovation in the face of adversity and showcase unique success stories that positively transform the delivery of care. For Patricia Rosello, chief executive officer of Baptist Hospital and Executive Champion for Patient Experience for Baptist Health South Florida, the honor represents an important recognition from the industry leader in measuring, understanding, and improving the delivery of patient-centered care.

“We understand the importance and the health benefits of our patients’ connection to their loved ones, especially during difficult circumstances, when kindness and empathy in clinical care is needed most,” said Ms. Rosello.

About Baptist Health South Florida
Baptist Health South Florida is the largest healthcare organization in the region, with 11 hospitals, nearly 23,000 employees, more than 4,000 physicians and more than 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Beach counties. Baptist Health has internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences. In addition, it includes Baptist Health Medical Group; Baptist Health Quality Network; and Baptist Health Care On Demand, a virtual health platform. A not-for-profit organization supported by philanthropy and committed to its faith-based charitable mission of medical excellence, Baptist Health has been recognized by Fortune as one of the 100 Best Companies to Work For in America and by Ethisphere as one of the World’s Most Ethical Companies. For more information, visit and connect with us on FacebookInstagramTwitter and LinkedIn.

About Press Ganey
Press Ganey pioneered the health care performance improvement movement more than 35 years ago. Today Press Ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journey. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address safety, clinical excellence, patient experience, and workforce engagement. The company works with more than 41,000 health care facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.


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