Group promotes awareness of 'guest relations'
Group promotes awareness of guest relations’
Lighthearted projects emphasize fun
At Detroit Medical Center-Sinai Hospital, staff are asked to compare themselves to characters such as "Heather Hospitality" and "DOA Don’tBotherMe." If they have a smile on their face, they may be rewarded with a smiley-face sticker. When a patient compliments them by name, they go to the movies for free.
It’s all a part of an emphasis on good customer satisfaction created by the physical medicine and rehabilitation (PM&R) department’s PRIDEE work group. PRIDEE (Professionals Who Respect Individuals and Deliver Extraordinary Care with Enthusiasm) is a hospitalwide initiative.
The work group is made up of staff who management felt exemplified excellent patient relations and would be a good example for others to follow. It looked at general standards, such as staff appearance and attitude; identified what standards should be adopted for the PM&R department; and came up with activities designed to emphasize good customers service in a fun way.
For instance, the PRIDEE group drew up a list of characteristics of the ideal and not-so-ideal employee dubbing them "Heather Hospitality" and her alter ego, "DOA Don’tBotherMe" and listed those characteristics on posters. (See examples, p. 143.)
During "Attitude Month," every staff member who showed the characteristics of Heather Hospitality received a fake dollar bill. They wrote their names on the back of the bills and put them into the "Attitude Box." At the end of the month, the people with the most dollars won a prize.
During "Appearance Month," the PRIDEE team identified two things that each employee should wear clothing that met the hospital dress code and a smile. To help the community and encourage employees to update worn-out wardrobes, they sponsored a clothing drive for the needy. Employees were asked to bring in clothes that might not be appropriate for work. For instance, if their shoes were scuffed, they bought a new pair and donated the old pair.
The groups also sponsored "Employee Appreciation Month," recognizing that employees must feel happy and appreciated to display a positive attitude to patients.
When patients compliment specific employees, the employees receive a free movie ticket, a letter of commendation for their personnel file, and a listing on the hospital’s honor roll.
Subscribe Now for Access
You have reached your article limit for the month. We hope you found our articles both enjoyable and insightful. For information on new subscriptions, product trials, alternative billing arrangements or group and site discounts please call 800-688-2421. We look forward to having you as a long-term member of the Relias Media community.