Service Excellence Initiatives
We realize that the patient experience is not just about the quality of the clinical care we provide or the comfort and cleanliness of our facilities. Patient experience is about the relationship between our caregivers and our patients. It is our utmost priority that our employees demonstrate concern and caring in each and every patient and family interaction. It is essential that these standards are clearly communicated to all of our employees so they will understand what patients expect of them. It is also important that patients know what to expect from their experience in our hospitals.
To ensure this message is clearly communicated, we have created a “Back to Basics” ID Badge for all employees to wear that lists the behaviors that are essential to providing exceptional customer service.
"Back to Basics" ID Badge |
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Communication is Key at Glen Cove Hospital!
Keeping our patients and their families informed is an essential part of providing our patients with excellent customer service. Also, patients who are more informed are more compliant with treatment which will in turn yield better clinical outcomes. At Glen Cove hospital, many of the nurses are asking patients’ permission to include them in their shift to shift report. This allows the patient to be kept up to date in regards to their tests treatments, medications and progress. It also provides the patient with the opportunity to ask questions or express any concerns they may have.
Service Recovery!
Responding to patient concerns/complaints at Long Island Jewish Medical Center
Although we are always striving to provide our patients and their families with the best experience possible, unfortunately there are times when a patient/family member may be unsatisfied with our performance. Many of our facilities have begun to empower the staff to respond to concerns/complaints by practicing service recovery. Employees at LIJ are able to give patients various gifts such as cards, flowers, and stuffed animals from their gift shop as a special way of expressing our apologies and ensuring that their satisfaction is our priority.