EMMC Recognized for Excellent Service Six Years in a Row


(Bangor, ME) – “The people are very nice,” says 76-year old Jean Sanborn of Hampden who is a patient of the Infusion Center. “They treat me like a queen. I really mean that. They’re wonderful.”

Jean, who receives transfusions twice a week, says the Infusion Center staff is now part of her extended family and welcomes her with open arms each time they see her. She has also been an inpatient and says our staff plays a huge role in why they receive excellent service at EMMC.

For the sixth year in a row, Eastern Maine Medical Center has been named an Overall Best Performer for its exemplary service by Avatar International, Inc. The award is based on EMMC’s patient satisfaction surveys in 2008 for inpatient, outpatient, ambulatory surgery, and emergency care. EMMC is the only hospital in the nation to earn this distinction six years in a row.

The Overall Best Performer award is presented to the top 20 of 200 hospitals in the nation that measure patient satisfaction using Avatar throughout the year. In making the announcement, Avatar International CEO David Medvedeff, PharmD, MBA says, “To attain a high level of patient satisfaction for a single service line is commendable, to achieve this result across all of the primary service lines within a hospital is indicative of the organizational commitment to service excellence and is a remarkable accomplishment.”

EMMC president and CEO Deborah Carey Johnson, RN attributes the distinction to the hard work and commitment of EMMC’s more than 3,600 employees. “Our employees work hard every day to deliver EMMC’s mission to care for patients, families, communities, and one another.”

EMMC surveys a random sample of patients after discharge on their hospital experience. Patients are asked their opinions regarding the care they received, billing, safety, ancillary services, and their expectations before coming to the medical center. 

EMMC delivers exceptional care that inspires confidence from patients, like Jean, and their families and respect from our peers. As a member of EMHS, we readily share best practices with others with the intent of improving quality care.