In 2014, NAPA made a pivotal commitment to embark on a new companywide initiative. Already known for our exceptional clinical and operational excellence, we have launched the NAPA Service Experience Program. This is a multi-year, foundational journey that will closely align our goals, actions and processes with those of our stakeholders. The program strives to not just to satisfy patients, hospital staff and others with whom we interact, but to provide them a unique and outstanding memorable experience. Working collaboratively with Studer Group, a world leader in training for excellence in customer service and leadership, the program is built on communication, accountability, measurability and a culture of continuous improvement. Central to the program is a cascaded training approach, whereby specially trained NAPA Site Champions are responsible for instructing, coaching and tracking the progress of the clinicians on their team.