Robert Wood Johnson University

Hospital Hamilton

Located on a beautiful 68-acre campus, Robert Wood

Johnson University Hospital Hamilton (RWJ Hamilton) is a

private, not-for-profit acute care hospital serving more than

350,000 residents in Hamilton Township, N.J. 

Founded in 1940, the 340,000-square-foot hospital

includes services for medical, surgical, obstetric, cardiac,

orthopedic, emergency, and intensive care, as well as a

comprehensive outpatient cancer center, an Occupational

Health Center, and eight child care centers. Three outdoor

areas, designated Grounds For HealingTM, offer

environments that aid healing through art and nature. And,

the recently opened 86,000-square-foot Center for Health

and Wellness features extensive community health education,

fitness and physical therapy facilities, a healthy cooking

kitchen, healthy café, and day spa. 

RWJ Hamilton's more than 1,730 employees and 650

medical staff members provide quality care to 14,000

admitted patients and manage more than 50,000 patient visits

a year to its Emergency Department, generating revenues of

over $170 million. 

The hospital is part of the Robert Wood Johnson Health

System and Network and is affiliated with the University of

Medicine & Dentistry of New Jersey-Robert Wood Johnson

Medical School.

Vision: Growth Through

Improvement

RWJ Hamilton, New Jersey’s fastest growing hospital

from 1999 to 2003, has attained a market leadership position

across the service lines. Its market share in cardiology grew

from 20 percent to nearly 30 percent; in surgery 17 percent

to 30 percent; and in oncology 13 percent to above 30

percent. Its closest competitors’ market shares have remained

the same or declined in each of these areas. RWJ Hamilton’s

emergency department volume doubled in that time, making

it the volume leader in the area.

Fueling this growth is RWJ Hamilton’s continual drive to

improve the quality of its health care services and

environment—or, as the organization's vision statement

phrases it, “to passionately pursue the health and well-being

of our patients, employees, and the community.” A 2002

Gallup Community Survey ranked the hospital first among

all local competitors in customer satisfaction and loyalty, an

indication of why the hospital’s occupancy rate grew from 70

percent to 90 percent, more than 25 percentage points higher

than its nearest competitor. 

Excellence Through Service

From the patient’s bedside to the hospital’s board room,

RWJ Hamilton’s mandate is to provide ever-improving

service to three customer groups: patients, employees, and

2004

Award Winner

National Institute of Standards and Technology l Technology Administration l Department of Commerce

Baldrige National Quality Program

Highlights

• RWJ Hamilton’s “15/30” program guarantees that

patients coming into the emergency department will 

see a nurse within 15 minutes and a physician within 

30 minutes.

• RWJ Hamilton utilizes its 5-Star Service Standards,

which include commitment to customers and 

co-workers, courtesy and etiquette, and safety 

awareness, to recruit, train, and evaluate employees.

• RWJ Hamilton, New Jersey’s fastest growing hospital

from 1999 to 2003, has attained a market leadership

position in an extremely competitive environment.

• Patient satisfaction with the emergency department 

has improved from 85 percent in 2001 to 90 percent 

in 2004, exceeding the national benchmark.
Robert Wood Johnson University

Hospital Hamilton

Located on a beautiful 68-acre campus, Robert Wood

Johnson University Hospital Hamilton (RWJ Hamilton) is a

private, not-for-profit acute care hospital serving more than

350,000 residents in Hamilton Township, N.J. 

Founded in 1940, the 340,000-square-foot hospital

includes services for medical, surgical, obstetric, cardiac,

orthopedic, emergency, and intensive care, as well as a

comprehensive outpatient cancer center, an Occupational

Health Center, and eight child care centers. Three outdoor

areas, designated Grounds For HealingTM, offer

environments that aid healing through art and nature. And,

the recently opened 86,000-square-foot Center for Health

and Wellness features extensive community health education,

fitness and physical therapy facilities, a healthy cooking

kitchen, healthy café, and day spa. 

RWJ Hamilton's more than 1,730 employees and 650

medical staff members provide quality care to 14,000

admitted patients and manage more than 50,000 patient visits

a year to its Emergency Department, generating revenues of

over $170 million. 

The hospital is part of the Robert Wood Johnson Health

System and Network and is affiliated with the University of

Medicine & Dentistry of New Jersey-Robert Wood Johnson

Medical School.

Vision: Growth Through

Improvement

RWJ Hamilton, New Jersey’s fastest growing hospital

from 1999 to 2003, has attained a market leadership position

across the service lines. Its market share in cardiology grew

from 20 percent to nearly 30 percent; in surgery 17 percent

to 30 percent; and in oncology 13 percent to above 30

percent. Its closest competitors’ market shares have remained

the same or declined in each of these areas. RWJ Hamilton’s

emergency department volume doubled in that time, making

it the volume leader in the area.

Fueling this growth is RWJ Hamilton’s continual drive to

improve the quality of its health care services and

environment—or, as the organization's vision statement

phrases it, “to passionately pursue the health and well-being

of our patients, employees, and the community.” A 2002

Gallup Community Survey ranked the hospital first among

all local competitors in customer satisfaction and loyalty, an

indication of why the hospital’s occupancy rate grew from 70

percent to 90 percent, more than 25 percentage points higher

than its nearest competitor. 

Excellence Through Service

From the patient’s bedside to the hospital’s board room,

RWJ Hamilton’s mandate is to provide ever-improving

service to three customer groups: patients, employees, and

2004

Award Winner

National Institute of Standards and Technology l Technology Administration l Department of Commerce

Baldrige National Quality Program

Highlights

• RWJ Hamilton’s “15/30” program guarantees that

patients coming into the emergency department will 

see a nurse within 15 minutes and a physician within 

30 minutes.

• RWJ Hamilton utilizes its 5-Star Service Standards,

which include commitment to customers and 

co-workers, courtesy and etiquette, and safety 

awareness, to recruit, train, and evaluate employees.

• RWJ Hamilton, New Jersey’s fastest growing hospital

from 1999 to 2003, has attained a market leadership

position in an extremely competitive environment.

• Patient satisfaction with the emergency department 

has improved from 85 percent in 2001 to 90 percent 

in 2004, exceeding the national benchmark.