RE: Customer Service in Hospitals

[Guest guest]

Our nursing Clinical directors do this in each room on their units

along with patietn representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>

[Guest guest]

Our nursing Clinical directors do this in each room on their units

along with patietn representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>

[Guest guest]

At St. 's Rehabilitation Institute, at admission , every patient is

given a welcome letter with the nursing director's name and phone number

and also the Rehab Director's name and phone number and are encouraged

to call with any questions or concerns. This has been very successful

and I actually receive phone calls regularly -1 or 2 a month. Usually it

is a small problem that is easily fixed.

Last week, a patient who was discharged called from home to let me now

what an excellent program we had.

The second customer service initiative we established, is that the

nursing director, manager or myself make weekly rounds where we check on

each patient and leave our cards with them or their family members. The

patients at admission also receive information on how to call the

Patient Care Line and the Values Line.

Our satisfaction survey results are excellent and I believe this

practice has assisted in our high scores.

If anyone would like a copy of the letter we use, please email me.

Janet Raisor,

Director, SMRI

3700 Washington Avenue

ville, Indiana 47750

joraisor@...

>>> jobesm@... 12/22/04 1:55:36 PM >>>

Our nursing Clinical directors do this in each room on their units

along with patient representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>

[Guest guest]

At St. 's Rehabilitation Institute, at admission , every patient is

given a welcome letter with the nursing director's name and phone number

and also the Rehab Director's name and phone number and are encouraged

to call with any questions or concerns. This has been very successful

and I actually receive phone calls regularly -1 or 2 a month. Usually it

is a small problem that is easily fixed.

Last week, a patient who was discharged called from home to let me now

what an excellent program we had.

The second customer service initiative we established, is that the

nursing director, manager or myself make weekly rounds where we check on

each patient and leave our cards with them or their family members. The

patients at admission also receive information on how to call the

Patient Care Line and the Values Line.

Our satisfaction survey results are excellent and I believe this

practice has assisted in our high scores.

If anyone would like a copy of the letter we use, please email me.

Janet Raisor,

Director, SMRI

3700 Washington Avenue

ville, Indiana 47750

joraisor@...

>>> jobesm@... 12/22/04 1:55:36 PM >>>

Our nursing Clinical directors do this in each room on their units

along with patient representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>

[Guest guest]

I believe that this is discussed in Quint Studer's book. As part of an entire

culture of customer service, it makes sense to do this. You may want to check

out his website for information; it has a lot of free resources on it.

http://www.studergroup.com

Bob Perlson

Director, Rehabilitation Services

Asante Health System

781 Black Oak Drive, Suite 101

Medford OR 97504

(1-4291)

Customer Service in Hospitals

As one idea of improving customer service and giving our patients an avenue to

report any issues in our hospital, we are considering hanging framed notices in

all inpatient rooms, outpatient rooms, lobbies, etc. that welcome patients and

give them contact information for the directors and/or supervisors for those

areas. Does anyone have a similar program and, if so, what has been the result?

Have you had many people contact the directors and supervisors? Have patients

even noticed the wall hangings? Thank you!

Mark Dwyer, PT

markdwyer87@...

[Guest guest]

I believe that this is discussed in Quint Studer's book. As part of an entire

culture of customer service, it makes sense to do this. You may want to check

out his website for information; it has a lot of free resources on it.

http://www.studergroup.com

Bob Perlson

Director, Rehabilitation Services

Asante Health System

781 Black Oak Drive, Suite 101

Medford OR 97504

(1-4291)

Customer Service in Hospitals

As one idea of improving customer service and giving our patients an avenue to

report any issues in our hospital, we are considering hanging framed notices in

all inpatient rooms, outpatient rooms, lobbies, etc. that welcome patients and

give them contact information for the directors and/or supervisors for those

areas. Does anyone have a similar program and, if so, what has been the result?

Have you had many people contact the directors and supervisors? Have patients

even noticed the wall hangings? Thank you!

Mark Dwyer, PT

markdwyer87@...

[Guest guest]

Great resource -- thanks for sharing!

I want to take this opportunity to thank the list members for another wonderful

year of thought-provoking discussions, valuable insight and community.

Happy holidays to all!

Irene Bartlett, Rehab Director

Mercy-Des Moines

RE: Customer Service in Hospitals

I believe that this is discussed in Quint Studer's book. As part of an entire

culture of customer service, it makes sense to do this. You may want to check

out his website for information; it has a lot of free resources on it.

http://www.studergroup.com

Bob Perlson

Director, Rehabilitation Services

Asante Health System

781 Black Oak Drive, Suite 101

Medford OR 97504

(1-4291)

[Guest guest]

We have such a posting on the wall of every patient on our Inpatient Rehab

Unit. I point it out to patients and their family when I meet with them on

admission and let them know my phone number is there in case they would like

to speak with me again in the future.

A few people do directly me using the phone number provided, but most often

I hear a patient would like to speak with me from a staff member.

I think it's good practice to post this information.

Samonds

Manager, Rehab Services

Vista Health

Waukegan, IL

Re: Customer Service in Hospitals

Our nursing Clinical directors do this in each room on their units

along with patietn representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>

[Guest guest]

We have such a posting on the wall of every patient on our Inpatient Rehab

Unit. I point it out to patients and their family when I meet with them on

admission and let them know my phone number is there in case they would like

to speak with me again in the future.

A few people do directly me using the phone number provided, but most often

I hear a patient would like to speak with me from a staff member.

I think it's good practice to post this information.

Samonds

Manager, Rehab Services

Vista Health

Waukegan, IL

Re: Customer Service in Hospitals

Our nursing Clinical directors do this in each room on their units

along with patietn representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>

[Guest guest]

We have such a posting on the wall of every patient on our Inpatient Rehab

Unit. I point it out to patients and their family when I meet with them on

admission and let them know my phone number is there in case they would like

to speak with me again in the future.

A few people do directly me using the phone number provided, but most often

I hear a patient would like to speak with me from a staff member.

I think it's good practice to post this information.

Samonds

Manager, Rehab Services

Vista Health

Waukegan, IL

Re: Customer Service in Hospitals

Our nursing Clinical directors do this in each room on their units

along with patietn representative info.

Other Departments not posted but if they are being seen our staff

write their names on the whiteboards in the room and depart. ext. #

Pat

>

> As one idea of improving customer service and giving our patients

an avenue to report any issues in our hospital, we are considering

hanging framed notices in all inpatient rooms, outpatient rooms,

lobbies, etc. that welcome patients and give them contact

information for the directors and/or supervisors for those areas.

Does anyone have a similar program and, if so, what has been the

result? Have you had many people contact the directors and

supervisors? Have patients even noticed the wall hangings? Thank

you!

>

> Mark Dwyer, PT

> markdwyer87@c...

>

>