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Stephens Memorial Hospital is recognized as a national award winner in healthcare service quality for Exceeding Patient Expectations by Avatar International, the leader in measuring customer expectations in healthcare.  This is the third year in a row that the hospital has received this honor.

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 - not always an easy task.  Stephens 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 congratulate Stephens Memorial Hospital for its continued and impressive efforts to put patients first." 

In accepting this award, Katherine Bonney, RN, MSN, Vice President of Performance Improvement stated, "We take patient survey feedback very seriously - each department that interacts with patients has set goals and plans in place to improve our service. We strive to continuously provide high quality service to our patients as well as their family members and friends.

Avatar definition:  exemplar, standard of comparison

Avatar, a research and consulting group based in Orlando, Florida, specializes in Evidence Based Intelligent Surveys TM and Innovative Strategies TM to transform information into significant improvement for the healthcare industry.  Its mission is to (MORE)
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 over twenty years, working with clients in all sectors of the economy:  healthcare, government, communications, manufacturing, banking, hospitality as well as other industries.  Eminent customer service clients include Disney World , and the Ritz Carlton Hotel Company.  Avatar has assisted National Baldrige Quality Award winning organizations such as AT&T, Corning, and Xerox.  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.  

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