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North Valley Hospital
Foundation/Community Relations
Carol Blake, RN Executive Director
6575 Hwy 93 S.
Whitefish, MT 59937
(406)863-3630
www.nvhosp.org
FOR IMMEDIATE RELEASE:
Gina Barker
Public Relations Specialist
(406) 863-3634
gbarker@nvhosp.org
NORTH VALLEY HOSPITAL EXCEEDS PATIENT EXPECTATIONS IN AVATAR INTERNATIONAL, INC. SURVEY
North Valley Hospital is recognized as the national award winner in healthcare service quality for Exceeding Patient Expectations by Avatar International, Inc. the leader in measuring customer expectations in healthcare.
This is the fourth year in a row North Valley Hospital has received the award. Many organizations say they subscribe to excellence, but at North Valley Hospital, customers agree their expectations are exceeded based on specific survey information returned to Avatar by the patients.
Whenever someone comes to the hospital for a service or procedure, the patient is later mailed a survey to fill out. Avatar customizes the survey questions according to what services each patient has received. “Those patients who have had surgery will receive different questions than those who, for instance, came to the hospital to have a baby,” said Susan FauntLeRoy, RN, Performance Improvement and Risk Management Coordinator at North Valley Hospital.
FauntLeRoy explained there are several categories specific to each department or service. The Birth Center, Medical/Surgical/Pediatric Unit, Special Care Unit, In-patient or Day Surgery, Laboratory, Diagnostic Imaging, Physical and Respiratory Departments are all surveyed with sets of questions to determine what patients expect from their healthcare providers and the service they received. “We routinely exceed their expectations,” said FauntLeRoy. The survey is completely anonymous and is administrated by Avatar International, Inc. an Orlando, Florida based international research and consulting group, providing quality improvement training and consulting services for over twenty years. Avatar works with clients in all sectors of the healthcare, government, communications, manufacturing, banking, hospitality, and other industries. Within healthcare, Avatar serves hospitals nationally, including small community hospitals, academic medical centers, large regional medical centers, integrated healthcare systems, long-term care and behavioral health organizations. Its mission is to improve the quality and efficiency of care in the nation’s hospitals for process improvement and customer satisfaction.
The staff at North Valley Hospital is trained in the Planetree philosophies of patient-centered care and is committed to demonstrating respect to each other and their patients. The values of North Valley Hospital include patients as partners in their own care. NVH believes in the empowerment of patients through open communication and attention to the whole person; mind, body and spirit. Everyone is a caregiver, who works together to help make the patient and their families feel “at home” while providing excellent quality care.
North Valley Hospital is continually adding new services in the surgery, radiology/diagnostic imaging, and Birth Center. The new North Valley Hospital, scheduled to open in March of 2007, will be many times larger than the current facility. Particular attention, in the design of the new hospital, has been paid to patient and family privacy and healing design. For more information about the services offered at North Valley Hospital, please contact the Foundation office at 863.3630 or visit www.nvhosp.org. North Valley Hospital is a non-profit community hospital that exists as the center of healing for the communities it serves.
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