With the intent of understanding and exceeding the expectations of all customer groups, Scotland Health Care System has developed a comprehensive Service Excellence program, which promotes the concept among our associates and volunteers that "everyone is my customer."
Our program components include:
Service Excellence Team
Service Excellence standards for all associates
Patient satisfaction surveys
Complaint management system
New associate orientation to Service Excellence
Rewards and recognition for individual associates, volunteers, physicians, and physician extenders
Departmental rewards and recognition
Communication mechanisms such as bulletin boards and newsletters
Annual celebration of Service Excellence Week in October
In March 2011, Paul Allemeier joined Scotland Health Care System as our new Director of Service Excellence. Learn more about Mr. Allemeier by clicking on this link to read our press release.
Our system receives extremely positive feedback from those who utilize our services. We are pleased to make survey summaries available upon request.
Customer Satisfaction Comments
Questions regarding the Service Excellence program or customer satisfaction with Scotland Health Care System may be directed to Paul Allemeier, Director of Service Excellence, at 910-291-7507 or e-mail Customer Relations. You may also send us your comments by completing an online form. Click here for the Comments and Suggestions form.
It is always our desire to provide quality patient care. If a patient complaint is not resolved satisfactorily by Scotland Health Care System, the public may contact the JCAHO Office of Quality Monitoring to report any concerns or register complaints about a JCAHO-accredited health care organization by calling 1-800-944-6610 or emailing firstname.lastname@example.org.
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