St. Mary’s receives national award for exceeding patient expectations
August 03, 2007
St. Mary's patients aren't shy. In 2006 almost 11,000 of them told research and consulting firm Avatar International just how they felt about their experiences at St. Mary's. Based on what they said, Avatar International named St. Mary's a National Award Recipient for Exceeding Patient Expectations in Service Quality.
It's certainly gratifying to receive an award like this, says Jerry Spicer, vice president of Patient Services, and it's a reminder that patients expect a lot from St. Mary's, and they deserve a lot. Avatar's surveys ask questions to gauge what patients expect in terms of safety, quality and efficiency. It turns out St. Mary's patients have even higher expectations than patients across the country have for their hospitals.
"We take our cue from our patients," says Spicer. "When they tell us we need to improve something, we work on it. To continue to satisfy patients, he explains, there are two things St. Mary's employees never forget. First, patient safety is by far most important. And, second, taking care of patients may be our daily routine, but a hospital visit is never, ever routine to our patients.