A Note of Thanks

We send out patient feedback surveys every month to better understand satisfaction levels with our service and allow for comments on areas we may improve upon or address. I personally receive each and every comment card that comes back to us and often use them to address a situation or reward a team member for a job well done. Recently one of our clinical respiratory therapists was recognized for his service and compassion when two cards in the same month came back with personal notes about how he treated a patient and family members while instructing.  I've written about these in the past - some of what we receive back is pretty hilarious...

Yesterday I received the following nice note on a card;

"Especially impressed with the man who delivered equipment to my room at Alden Court – helped wife getting equipment into car – very helpful + courteous to her – Thanks"

Our job isn’t about equipment – it’s about service and above is a perfect illustration of how doing the small things can so impress a customer and lead to an enhanced perception of your organization. In a time when many a conversation rues the loss of service for the American consumer, we work to stand out as an organization who not only strives for excellence in our service, but understands the powerful positive impact that amazing service leaves in its wake.

The final sentence of our Mission Statement reads; “Our singular focus is on providing the highest level of service and care possible.”  Fulfilling that mission is made exponentially easier through the hiring of amazing people – who effortlessly deliver that service and are rewarded with praise like that above.

I am tremendously proud of the excellent work done by our staff, particularly given the fact that we enter many of our customers lives at a difficult period…we intend to continue to enhance our service as we grow and work hard at making excellence an everyday occurrence.