Allina Selects Avatar for Patient Satisfaction Evaluation, Improvement Program
MINNEAPOLIS 09/02/2009--Allina Hospitals & Clinics has selected Avatar International, an industry leader in healthcare quality improvement services, to partner in a comprehensive patient satisfaction evaluation and service delivery optimization program.
“Because patient feedback drives the development of Allina Hospitals & Clinics’ programs and services, as well as annual plans, it was important to select a partner who could effectively capture the voice of the patient,” said Penny Wheeler, MD, Allina Chief Clinical Officer. “Thoughtful listening is not just good business practice, it’s key to our mission of providing exception care to all of our patients.”
Allina administered its own survey program before retaining Avatar.
“Before Avatar, we spent 90 percent of our resources administering surveys versus focusing on analysis of that data and using it to improve,” said Mary Jo Morrison, Allina Vice President for Quality & Safety Resources. “We had 30 different types of surveys. Avatar will help us move toward standardization and consistency, and using that information to improve our performance in ways that are meaningful to our patients.”
Avatar constructs a personalized survey for each patient that reflects the precise services and care received, including clinically relevant data on education, treatment and outcome items specific to their health condition. This provides a complete picture of the patient experience and measures both satisfaction and expectations. Because they are constructed for each patient, Avatar’s surveys highlight the relationship between the provider and the patient, yielding confidence in the data collected.
“Allina Hospitals & Clinics is an extraordinarily devoted healthcare system with a passion for meeting the needs of each and every patient it serves,” said Avatar International CEO David Medvedeff, Pharm.D., MBA. “Avatar tailors its surveys for each of our partners and their respective patients. We will provide the detailed, actionable information needed to assist Allina achieve its goal of exceeding patient expectations.”
About Allina Hospitals & Clinics
Allina Hospitals & Clinics is a not-for-profit system of hospitals, clinics and other health care services, providing care throughout Minnesota and western Wisconsin. Allina owns and operates 11 hospitals, more than 90 clinics, and health care services, including home care, hospice and palliative care, oxygen and medical equipment, pharmacies and emergency medical transportation. More about Allina and the latest health information can be found online at www.allina.com.
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