The other day, a relative of a patient commented on the care she and her family experienced while at North Valley Hospital this past year. This woman had never had a hospital experience previous to the sudden illness that effected her family. She was even born at home. When her loved one needed a hospital, she was frightened and unsure. But as tears welled up in her eyes, she mentioned how grateful she was for the kindness, respect and wisdom she encountered during the long weeks. She concluded by thanking us for not only exceeding her expectations, but also providing the unconditional support she and her family needed.
Patient stories repeatedly illustrate the reason North Valley Hospital is part of the elite national recipients acknowledged by Avatar International with having unwavering high standards of patient care across multiple services lines. For the second year in a row, North Valley Hospital has received The Overall Best Performer Award, which recognizes high performing facilities that demonstrate consistency of highly-rated experiences by patients throughout the organization. Avatar International is a national leader in continuous quality improvement that measures customer expectations in healthcare and this acknowledgment is a recognition of its top performing hospital partners in 2009.
“The ongoing commitment to patient-centered care through the teamwork of our staff is what drives the many accolades that North Valley Hospital continues to earn,” North Valley Hospital CEO Jason Spring said. “Our consistency of providing impeccable patient care is exemplified by receiving this award and demonstrates how apparent the community appreciates what we do here.”
Since 2002, North Valley Hospital has used the Avatar patient satisfaction system to obtain detailed information about the care provided to patients who are admitted to the hospital. North Valley Hospital has been a recipient of the Exceeding Patient Expectations Award for each of those years and now also has achieved the highest honor with the Overall Best Performance award two years in a row.
The Overall Best Performance award is based on the results of the hospital’s 2009 patient surveys and represents the top five percentile in Avatar’s National Database. It is awarded to those hospitals with the highest overall combined score for inpatient, outpatient, emergency department and ambulatory surgery.
“To attain a high level of patient satisfaction for a single service line is commendable,” David Medvedeff, PharmD, MBA, CEO of Avatar said. “To achieve this result across all of the primary services lines within a hospital is indicative of the organizational commitment to service excellence and is a remarkable accomplishment. Congratulations to each of our partners.”
The survey essentially acts as the hospital’s report card with respect to how well it’s doing while identifying opportunities for improvement. The hospital evaluation measures patient expectations, processes and outcomes within the department patients were admitted. Patient feedback is vital in helping North Valley Hospital achieve and maintain outstanding customer service. Comments assist the continued efforts to evolve and improve the hospital’s stellar quality and care.
Join the conversation on Facebook and share your experience at North Valley Hospital. To schedule a tour of the hospital or for more information, call 863-3500 or visit www.nvhosp.org. |