Staff members from the Customer Satisfaction office follow the calls until they are resolved. Bloodsworth said that everyone has been helpful and responsive in getting complaints resolved. He gave a special thanks to Risk Management, the customer satisfaction contacts throughout the campus and everyone who has assisted with a concern. He also gave a special thanks to Hospital Communications and the Hospital Service Coordinators for handling calls after hours and on holidays. Bloodsworth said he doesn t think we have a big service problem, but reminded managers that one person who is dissatisfied usually tells his family members and up to 20 other people, who tell others, and so on.
Every concern counts.
Bloodsworth also showed the management team a breakdown of the types of concerns logged.