MRH VitaLink January 06 Draft Final.indd - Maury Regional ...

C ustomer Service
orner
Our focus this month is to be a STAR!
Show concern and listen:
• Take time to introduce yourself to the patient/
customer.
• Make eye contact.
• Do not interrupt.
• Remain calm; be aware of your body language
and facial expressions.
Take ownership:
• In many cases, a sincere apology is enough.
• Take time to listen.
• See the solution through the patient’s eyes.
• Live Maury Regional Hospital’s mission, vision
and values.
• Conduct yourself as a professional.
• Ask yourself “What can I do to resolve this
issue”
Apologize, regardless of the situation or who
is at fault:
• An apology is not about guilt. It is about not
meeting the customer’s expectation. Use
statements such as:
“ I’m sorry for your inconvenience.”
“ I’m sorry about the misunderstanding.”
“ I have the time; or Let me get someone who
can help.”
• Don’t shift the blame to the patient/customer,
another employee, or department.
Resolve the problem so it doesn’t happen
again:
• Ask, “What needs to be done to prevent this
from happening again What can I do to help”
• Follow up with: telephone call, thank-you card,
personal letter and/or hospital visit to verify that
the problem has been resolved to the patient’s
satisfaction.
• Complete the necessary forms.
• Thank our customers for choosing Maury
Regional Hospital!
EXTRAORDINARY PEOPLE.
EXTRAORDINARY CARE.
Our focus is always on our patients…and providing
quality care to all!!
Dorothy Holland
Customer Service Satisfaction Coordinator
(931) 540-4331
Brewer Joins Medical Staff
William Wesley Brewer, M.D.,
a specialist in radiology, has joined
the medical staff at Maury Regional
Hospital. He is associated with
Southern Radiology Associates.
Dr. Brewer received his medical
degree from the University of
Tennessee School of Medicine
in Memphis. He completed his
internship at Baptist Hospital in
Memphis and his residency at
Shands Hospital at the University
of Florida in Gainesville. In addition,
Dr. Brewer completed a fellowship
in interventional radiology at Shands Hospital. Prior to
locating in Columbia, Dr. Brewer was in private practice in Oxford,
Mississippi.
Applications for the Health Careers
Foundation Scholarship/Loan Program for
the 2006-2007 Academic Year are now
available in Human Resources. Maury Regional
participates in the Health Careers
Foundation (HCF) Scholarship/Loan Program. The Health Careers
Foundation is a public foundation that provides scholarships/loans
up to $4,000 (one-half scholarship, one-half loan)
per academic year. Employees and non-employees may apply
for a scholarship/loan from the Health Careers Foundation. It
represents an excellent opportunity for you or a family member
to obtain fi nancial assistance to enter or continue in one of the
following programs:
Fields of study eligible for this program are:
• Dietetics
• Pharmacy
• Medical Records/Transcription/Coding
• Physical Therapy
• Medical Technology
• Radiological Sciences
• Nursing
• Respiratory Therapy
• Occupational Therapy
• Speech Pathology
Completed applications along with original transcripts
should be submitted to the MRH Human Resources Department
– Benefi ts by March 15, 2006. A limited number of applications
are available. If you have any questions or need
additional information, please contact Lea Ables at extension
1968.
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