Customer Service at Naval Hospital Beaufort
Customer service in a medical setting has a unique set of challenges specific to providing first-rate healthcare and patient satisfaction. Unlike customer service interactions conducted in non-medical settings, those involving patients and their families are additionally stressful simply because of the fact they need medical attention.
Customer service expectations in health care are high, which creates a huge challenge for health care workers everywhere. We must try to make an exceptional impression on every customer. Therefore, Naval Hospital Beaufort continues to strive in our efforts to create a culture of service excellence for all active duty members and their families.
We heard your concerns and we are moving full steam ahead to provide you with the care and service that you so deserve. Some of the interventions that have taken place are:
1. Giving you the opportunity to express your concerns about the care you are receiving. There are comment boxes in each clinic so that you can “Tell Us How We Did”. When you come to the hospital for an appointment, please fill out a customer satisfaction card so that we will know if you were pleased with your care and the service that was provided. We started this initiative on March 23, 2009. As of July 17, 2009, we have received 3,434 cards and only 40 of them were negative.
2. We have included a spouse of an active duty member to the Executive Steering Committee.
3. There are customer service representatives in each clinic that can assist you immediately with any problem or concern you may have. Their pictures are posted in the clinics.
4. Customer service training is provided to clinic staff as well as all new staff at the hospital.
5. There was a town hall meeting at the hospital on May 28, 2009 in which you were given the opportunity to express any concerns with the care you are receiving.
Naval Hospital Beaufort welcomes your suggestions and comments. We must all make a collaborative effort to create a positive, productive, customer-oriented environment where patients want to be treated, where physicians want to practice, and where employees want to work.
If you have any questions or concerns about the care you have received at Naval Hospital Beaufort please contact Ms. Gaynelle Dantzler at (843) 228-5306 or by email at gaynelle.dantzler@med.navy.mil.