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PVH Wins Avatar Award
October 14, 2008
 Penobscot Valley Hospital is recognized as a national award winner in healthcare service quality for Exceeding Patient Expectations. The award comes from Avatar International, a leader in measuring customer expectations in healthcare.
In making the announcement, David Medvedeff, Pharm. D., MBA, CEO of Avatar said, “The hallmark of exceptional service to patients is to consistently meet or exceed their expectations, which is not always an easy task. Penobscot Valley 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 congratulate PVH for its continued and impressive efforts to put patients first.”
“It is a special honor to win this award for the 2nd year in a row,” says hospital spokesperson Allison Bankston. “The PVH staff has worked diligently to improve customer service, and it’s wonderful to see that hard work be noticed and appreciated by the communities we serve.”
PVH is nearly one year into a 3-year customer service program designed to help staff learn to provide the highest quality of service at every level. This “Service Excellence Initiative” involves senior directors, middle-management, and line staff and focuses on the importance of working as a team to conquer goals toward better service and patient satisfaction.
Avatar, a research and consulting group based in Florida, strives to improve the quality and efficiency of care in the nation’s hospitals. In addition to conducting surveys, Avatar also actively engages hospitals in process improvement, including training in service quality.
Avatar has been providing quality improvement training and consulting services for more than 20 years, working with clients in all sectors of the economy: healthcare, government, communications, manufacturing, banking, hospitality and other industries. Within healthcare, Avatar serves small and rural hospitals, academic medical centers, regional medical centers, long-term care facilities, and behavioral health organizations.
For information on this and other news releases from PVH,
contact Allison Bankston at 207-794-7124 or abankston@pvhme.org
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