Volume 11, Issue 1 January 3, 2003
Happy New Year!
In This Corner by Jon D. Smiley, C.E.O.
The New Year's holiday is one of those mixed blessings for health care providers. Too often, to many of you working on the front lines see the result of some celebrations coming through the Emergency Department doors.
As 2003 dawns this week I hope you will join in with a hospital wide commitment to provide very good care to every patient and every family member you meet in the new year. If we continue to look at small ways of making a difference to each patient and to each other we will have a prosperous new year.
I would like to tell you about one customer service idea we heard about recently. It is so simple - you may wonder, as I did, why we haven't done this before.
Every in-patient is given paper and pen and asked to write down any questions they have for the doctor. That way, they won't forget the questions when the doctor arrives later. Also, if the questions are written down many can be answered on the spot by other care providers.
We all know kind-hearted people don't want to be a bother, so they often won't ask. Or they are concerned that their questions will be inappropriate. But giving them opportunity to write things down makes it easier to ask for help.
Hospitals who have used this simple system have found that doctors like it because it makes better use of their time. Patients like it because they are getting answers. Staff also like it because it improves communication between everyone involved in caring for the patient.
I think it would work here. Let me know what you think. And again, Happy New Year.
New Advertising Theme Unveiled
The hospital is unveiling a new advertising and promotion theme for 2003. The logo "in a word...quality" is pictured here and on the front of the hospital website.
In a word quality was developed by MTI Studios in California. They have developed advertising campaigns used by hospitals all over the U.S. Our hospital will have exclusive right to this campaign within a 100 miles of Sunnyside.
The campaign is meant to be a visible reminder of quality improvement and customer service efforts that have been underway at the hospital for some time.
Stand up mini posters are being distributed for desk tops and public areas around the hospital. The campaign will also be seen in print, radio and other advertising for the next 12 months.
"Its a professional campaign that will put our marketing efforts at the same level as larger hospitals," said Community Relations Director Tom Lathen. "I think everyone will like the ads, and I hope it will be a constant reminder of what we are about - quality patient care and very good customer service."