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BUSINESS
Cabell Huntington Hospital handprints represent 'Circle of Service'
Cabell Huntington Hospital staff member Sidney Blevins puts her hand print on a wall representing her devotion to good service Thursday, Aug. 21, 2008, at Cabell Huntington Hospital.
Purchase this photoHUNTINGTON -- One Cabell Huntington Hospital hallway is a constant reminder of employees' commitment to serve the public well.
Colorful hand prints represent completion of the "Circle of Service," a customer service training program at the hospital.
Cabell Huntington Hospital was recently recognized for its customer service efforts as the 2008 Hospital of the Year by the American Alliance of Healthcare Providers. Criteria for the award includes staff development and training, good citizenship and performance management.
Each week employees have the opportunity to complete a customer service training, which includes class discussion and a video.
The training is paying off, as evident from the national recognition, said Barry Tourigny, vice president of human resources and organizational development.
Bruce Felder, manager of human resources at Cabell Huntington Hospital, said the award should be incentive for employees to continue to strive to be their best.
Felder said the hospital is constantly working to improve, including emphasizing the need for employees to always take responsibility for their actions. Customer service is everything from escorting a lost customer to where they need to go to always asking the patient if anything else is needed before leaving the room.
Most important, though, is attitude, Felder said.
Every day people can choose from countless places for their health care, he said.
"What makes them want to come back to your hospital?" Felder said. "We're trying to create enough of a positive experience to make people want to choose Cabell Huntington Hospital."
He said the hospital also has begun "hiring for fit," looking for employees who do well on a customer service test.
"That's what our focus is. Getting those people into the hospital," Felder said.
Tourigny said Cabell Huntington Hospital also uses a survey to track patient satisfaction. Each customer has an opportunity to rate the hospital. If the hospital does poorly, a 90-day action plan is created.
Customer service is a big deal for other area hospitals, too, as employees everywhere complete mandatory training and are recognized for their work.
One word that drives customer service at St. Mary's Medical Center is CHRIST -- Compassion, Hospitality, Reverence, Interdependence, Stewardship and Trust, according to Amy Browning, non-clinical educator in the organizational development and learning department.
"Everything we do is based around that. So much so that it's even applied to employee evaluations," Browning said.
Continued customer service training allows St. Mary's to show the public that the hospital's heart and mind is centered on caring for the patients, and it also allows staff to take pride in their work, she said.
