Botsford News Release
Farmington Hills, Mich. (April 7, 2009)---Hospital leaders meet patients at the front door, who arrive Monday through Friday between 5:00 and 7:00 a.m. for scheduled health care services at Botsford Hospital in Farmington Hills, Mich. Providing this service assures Botsford’s guests -- both patients and their loved ones -- are greeted as they enter the hospital and assisted to their destinations.
“At Botsford Hospital, we promise an uncompromising commitment to excellence and quality in the delivery of personal and compassionate health care,” says Kim Guesman, director of nursing and co-chair of Botsford’s Patient Satisfaction Committee. “Hospital managers and leaders volunteer to work in the front lobby to greet and assist patients in the early morning, two hours before front-desk volunteers and staff arrive.”
Early patients are usually arriving for surgery, both inpatient and outpatient. Occasionally, patients arrive for early radiologic procedures as well. Visitors may also come in during these early hours to see family members before they are taken to the operating room.
Sue Anderson, radiologic tech and member of Botsford Hospital’s Patient Satisfaction Team, identified the need for early morning lobby coverage. Last year, when she would begin her work shift during the early hours, Anderson often found herself assisting patients and visitors. She took up the issue with the Patient Satisfaction Team, which began covering the lobby in summer 2008 as a trial. Last fall, the team approached the entire leadership of the hospital to assist in providing front lobby early morning coverage, involve all in this patient service improvement.
Guesman explains, “Top-notch service sets Botsford apart from all other hospitals. Patients compare Botsford to other health care settings. Also, they compare the hospital to other service industries, such as restaurants, hotels and yes, even Disney World. We choose to treat patients and visitors as guests, anticipating their needs. Greeting them in the lobby and assisting them to their destinations at times when they may be anxious is essential to providing superior service.”
The hospital’s patients and visitors have responded favorably. Many are amazed to be greeted early in the morning and even more impressed when they catch on that the hospital’s leadership staff provides this service.
Botsford Hospital, an independent 330-bed community teaching hospital in Farmington Hills, Mich., was founded in 1965. Nationally recognized for quality, safety and medical education programs, Botsford has received the 2007 Governor’s Award for Improving Patient Safety and Quality of Care in the Hospital Setting, and, in 2007, a three-year recertification as a Chest Pain Center from the Society of Chest Pain Centers. Botsford’s Web address is www.botsford.org.
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