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Memorial Hospital Nationally Recognized for Patient Satisfaction - 6/24/05

Memorial Hospital recently was acknowledged as a national award winner in health care service quality for Exceeding Patient Expectations by Avatar International, Inc., a prominent international research and consulting group located in Orlando, Florida. Avatar’s award is based on surveys completed by former patients. The surveys ask respondents to compare personal observations about their overall hospital experience against their expectations—in areas ranging from quality of care to discharge and billing processes.

Avatar Founder and CEO Dr. Michael Everett stresses that expectations are an important factor in determining patients’ overall experience. “Hospitals must pause if they are merely monitoring patient satisfaction,” Everett says. “Satisfaction scores do not provide a benchmark into the minds of your patients. Not until satisfaction scores are compared to your patients’ expectations can you say, ‘We are meeting and exceeding the expectations of patients.’ Avatar’s comprehensive survey helps hospitals draw these distinctions for each and every patient.”

“For the past several years, Memorial Hospital has adopted Avatar as the standard measure for patient satisfaction,” says Hospital Quality Specialist Debi O’ Connor. “Memorial’s ultimate goal is to achieve a 100 percent patient-approval rating, and this award reflects the exceptional efforts of our physicians, nurses, staff and volunteers striving to accomplish this objective.”

Avatar International, Inc. specializes in Intelligent Surveys® and Innovative Strategies® to transform information into significant improvement for the health care industry. Their mission is to improve the quality and efficiency of care in the nation’s hospitals. In addition to conducting surveys, Avatar actively engages hospitals in process improvement, including service quality training.