May 26, 2018
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Blue Hill hospital ‘exceeds patient expectations’

By Mario Moretto, BDN Staff

BLUE HILL, Maine — Blue Hill Memorial Hospital received two awards this week from an international health care surveying and monitoring firm.

Avatar Solutions — headquartered in Chicago and Orlando — gave the hospital its Exemplary Service Award, as well as an award for “exceeding patient expectations,” according to a media release from the hospital.

The awards are given out based on the results of patient surveys, said Kristina Anderson, a marketing representative from Avatar Solutions, on Friday.

Anderson said the awards were given based on the results of surveys collected in 2012, though she didn’t know how many surveys were filled out by patients.

According to Kathy Likaris, quality manager at BHMH, the facility sends out roughly 25,000 patient surveys per year, with a return rate between 20 and 30 percent.

The Exemplary Service Award reflects combined scores for patient satisfaction in inpatient, outpatient, emergency and ambulatory surgery, she said.

The “exceeding patient expectations” award is self-explanatory, but is somewhat of a coup for the hospital. During a public forum in September 2012, Dr. Cathy Ober, the hospital’s chief medical officer, said an internal perspectives survey showed many peninsula residents “have a lower opinion of BHMH than they did 10 years ago.”

That survey, however, was based on a random sample of area residents and was not specifically targeted to patients at the hospital.

“Our belief is that safe, quality care is everyone’s responsibility,” said Deb Ashmore, a registered nurse who supervises inpatient care at the hospital, in the news release. “We take great pride in being recognized for these achievements.”

The scores awarded are based on a five-point scale, with responses to different questions assigned different weights. Likaris said every department within the hospital has set a goal of exceeding 2012’s score next year.

Follow Mario Moretto on Twitter at @riocarmine.

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