EMHS Members Recognized at National Level for Excellence in Patient Satisfaction


(Brewer, Maine) - Five EMHS members have earned recognition in exceptional performance in 2013 from Avatar Solutions, a national organization that measures and compares hospital safety and patient satisfaction based on patient, employee, and physician surveys. These awards show consistent dedication to providing high-quality patient experiences across the EMHS system. 

EMHS president and CEO, M. Michelle Hood, FACHE, called the award a significant recognition of hard work in process redesign and performance improvement. “I am so proud of what these EMHS hospitals have achieved. In particular, I think it is remarkable that the scoring is dependent on the perspective of not only the patient, but also the employees and physicians.”

For the third year in a row, Eastern Maine Medical Center received the highest award for Exceeding Patient Expectations, which gauges quality of care, reliability, and customization before patient visits. For the second year in a row, the hospital received Exemplary Service - Overall Best Performer which goes to the top facilities with the highest overall, combined score for inpatient, outpatient, emergency department, and ambulatory surgery.

“We really appreciate that the community continues to choose EMMC for their quality care. As we work with patients as partners in their care, we encourage an open dialogue between patients and care providers,” says James Raczek, MD, FAAFP, senior vice president, chief operating officer, and chief medical officer. “This benchmark shows that we are listening and responding to feedback as we continue to provide high quality patient experience and care.”

Other EMHS members receiving 2013 awards from Avatar Solutions include:

Sebasticook Valley Hospital:
• Most Improved for Physician Offices
• Exceeding Overall Patient Expectations

• Exceeding Patient Expectations

Blue Hill Memorial Hospital:
• Exemplary Service - Overall Best Performer 
• Exceeding Patient Expectations 
• HCAHPS Best Performer - Small Hospital - Cleanliness Composite

Inland Hospital:
• Exceeding Patient Expectations – received eight years in a row.