In a message dated 1/31/0 12:09:27 PM, Anna writes:

<< Other businesses strive a little harder to accomodate and please their
customers.  Why not hospitals too? >>

progressive/dynamic hospital administrators are customer focused. where i
work, the FCC/family centered care unit (9,970 births last year) has many
committes of course, two of us who are IBCLC are in chairperson positions,
myself for customer service. (there is an IBCLC on almost every committee).
focus areas include monitoring and analyzing pt/customer satisfaction scores,
developing strategies and techniques to improve pt/customer satisfaction,
evaluating outcomes of these interventions (inservices for example). many,
many hours of paid time are devoted to customer satisfaction efforts. *always
room for improvement*, but every month our nurses' lounge wall fills-up with
notes of appreciation from pts/customers about the care they recieved and
their satisfaction, most often beyond their expectation. i just zapped over
an article about the customer service committee to the editor of our
regularly published FCC newsletter and included my rendition of a motto for
this quarter: "customer satisfaction is good business". next quarter: "our
business is customer satisfaction".

Debbie

Deborah Tobin
RN BSN IBCLC LCCE
Springfield, Virginia USA
In the suburbs outside the Washington DC beltway

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