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New customer care help desk at McCook Community Hospital
McCOOK, Neb. -- Members of Community Hospital's Patient and Family Advisory Council were instrumental in coming up with the idea of the hospital's new Customer Care Help Desk.
The seven-member advisory council was formed about eight months ago to assist staff in learning about the Voice of the Customer. The group meets quarterly at Community Hospital at 6 p.m. with dinner served.
Their first project was to work with hospital staff to design a process where the patient could pass on compliments, concerns and complaints in a mostly confidential way while they were still receiving care at the hospital. They believed some patients may not be comfortable talking to their nurse or other hospital staff directly if they had concerns, which led them to developing the Customer Care Help Desk.
Inpatients and outpatients or family members alike can use the Customer Care Help Desk as a way to direct all customer compliments, concerns and complaints about their care, treatment, or regarding any of Community Hospital services. The Help Desk can be reached by calling 308-344-8222. Hospital staff man the phone during business hours, but otherwise, callers can leave a message which will be returned as quickly as possible.
For their next project, the council plans to update McCook information: hotels, restaurants, churches, pharmacies, hospital hours etc., in the patient rooms for the patient and family members from out of town.
"The 'voice' of the Patient and Family Advisory Council can make a difference in increasing patient satisfaction, improving safety and quality and improving the experience for patient and family members at Community Hospital," says Denise Volquardsen, Community Hospital Patient Satisfaction Coordinator. Anyone interested in serving on the Council should call Volquardsen at 308-344-8292.