Health & Fitness
Nothing Less than 'Always'
In the next few months, Downstate LICH is going to roll out an ambitious program of service excellence.
In the next few months, Downstate LICH is going to roll out an ambitious program of service excellence. We are going to work hard to be recognized for service excellence in every aspect of the way we care for you, our patient. We know that by keeping the patient first and providing outstanding customer service, we will gain your trust and establish lifelong relationships with you, your family and all our neighbors in the community.
I tell our managers and line staff that everyone has the opportunity to practice service excellence in each interaction we have with a patient, a family member or visitor. If you were a patient at Downstate LICH and someone asked you if the nurses were responsive, we want you to be able to say “yes, always.” If someone asked if the clinical staff controlled your pain well following your surgery, we want you to be able to say, “yes, always.” And if someone asked you if the care environment was conducive to your recovery, we also want you to be able to say, “yes, always.”
We want to focus on the Admission and Discharges processes as well as the care you receive on the units. Do you know what to expect when you come? Did we give you adequate follow-up information when it was time to return home? If we did not, I would like to hear about it so we can improve. In general, we’re going to adhere to principles of behavior known as The 3 A’s: Acknowledge, apologize and amend. If you were not satisfied, we will acknowledge the fact that we did not live up to the standards you expect from us. We will make sure we understand the issue and apologize for the inconvenience. And we will make amends by taking whatever action is necessary to resolve the situation.
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We have wonderful, dedicated staff at Downstate LICH. In fact, many of them are your neighbors. I think service excellence is delivered in the vast majority of cases. But that’s not enough. I won’t be satisfied until your answer is, “yes, always!”
Yours in good health, Debra * Please don’t hesitate to contact me at debracarey.ceo@downstate.edu