I am always amazed at how many calls I receive from our patients and guests. Most just want to let us know how much they appreciated a special moment that had been created for them (through the compassion of our staff) or to voice appreciation for a response they received from one of our Colleagues or physicians.
There a few calls expressing dissatisfaction. They are usually surprised that they can get the CEO on the phone so easily and they also appreciate the knowledge that our staff receives feedback from me in order to improve processes and/or better handle a patient’s or guest’s specific needs. Here is a recap of comments from a call I received today:
“Just received a call; ER was very busy. Patient knew she was bottoming out and requested OJ; something she usually kept with her. Without hesitation one of the staff members immediately responded and genuinely seemed glad to help. They were busy with so many others and just wanted to express thanks for this moment. It was an act of kindness and service she felt should not go unrecognized. Sometimes it is just the little things that can mean so much. Way to go team. It says a lot about practicing in a Planetree Hospital.”
Stan
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