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MONTROSE MEMORIAL HOSPTIAL  EXCEEDS PATIENT

EXPECTATIONS IN AVATAR INTERNATIONAL, INC. SURVEY

Montrose Memorial Hospital was recently recognized as a 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 fifth year in a row Montrose Memorial Hospital has received the award. In making the announcement, Michael Everett, Ph.D., CEO of Avatar said, “The hallmark of exceptional service to patients is to consistently meet or exceed their expectations – not always an easy task. Montrose Memorial Hospital has demonstrated that it exceeds its patients’ expectations in a tangible and measurable manner.  As a winner of Avatar’s Exceeding Expectations Award, I gladly congratulate Montrose Memorial Hospital for its continued and impressive efforts to put patients first.” 

Many organizations say they subscribe to excellence, but at Montrose Memorial Hospital, customers agree their expectations are exceeded based on specific survey information returned to Avatar by the patients. When 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 Leann Tobin, Assistant Administrator for Marketing and Public Relations.  Ms. Tobin explained there are several categories specific to each department or service. The Family Birthing Center, Medical/Surgical/Pediatric Unit, Intensive Care Unit, Same Day Surgery, Laboratory, Radiology, Physical and Occupational Therapy 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 Tobin.

The survey is completely anonymously 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 Montrose Memorial Hospital is trained in Five Star Customer Service and is committed to our motto of “Friends and Family Caring for Friends and Family.”
 

For more information about the services offered at Montrose Memorial Hospital, please contact the Marketing office at 240-7344 or visit www.montrosehospital.com.

Montrose Memorial Hospital

800 South Third Street

Montrose, CO  81401

(970) 249-2211  (970) 240-7350  Fax