Customer
Spotlight
Customer
Spotlight
 THE MEDICAL CENTER Beaver, Pennsylvania |
| Can a patient's stay in
a hospital be a positive experience? Judith Weitz, Vice
President of The Medical Center in Beaver, Pennsylvania,
has set that expectation for the quarter of a million
patients who are handled each year by the 458-bed
hospital. Under the theme "I Make The
Difference," The Medical Center has partnered with
TMI to conduct a series of Service Quality seminars for
all of their 2,000 employees.TMI's Putting
People First programs are part of a comprehensive
"Service Quality" process initiated by the
hospital. According to Ms. Weitz, "the objective of
the programs is to heighten staff awareness of patient
importance . . . to recognize employees and their key
role in making the Service Quality process happen." RESULTS: Since the Service Quality process has been implemented at The Medical Center, improvements in internal and external customer relations have been evidenced. Internally, new job descriptions, employee orientations and performance appraisals have been adjusted to incorporate service and quality accountabilities and departmental Service Quality recognition. As for obtaining the "external" perspective, their Patient Evaluation Form has been rewritten to generate feedback for The Medical Center's Service Quality strategy. |
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