The Patient Relations/Customer Services Department is established to ensure that patient care is delivered in a professional and courteous manner, respecting the dignity and rights of our patients and staff. The department manages the Patient Relations Program which, is designed to assist both our staff and patients by providing a structured approach to resolving concerns, forwarding suggestions and routing compliments.
The Patient Relations Program concept focuses on positive communications skills and behaviors, which can defuse potentially explosive situations and specific techniques that can positively enhance the patient/staff experience. The effectiveness of the program is attained through the use of Customer Service Representatives (CSR) which are assigned to specific areas and can usually resolve most patient concerns as they occur. Patients are referred initially to the respective CSR whenever feasible. When attempts to solve problems fail at the CSR level, the CSR seeks the assistance of their Leading Petty Officer/Leading Chief Petty Officer, Division Officer, or Department Head as appropriate.
The objectives of the Customer Services Department are to:
- Provide a convenient mechanism for patients and providers to register and resolve concerns.
- Monitor concerns and compliments; investigate and make recommendations on suspected problem areas.
- Train personnel to interact with the patient in a manner that will prevent adverse actions.
- Develop and improve customer relations’ skills on and off the job that are essential to achieving excellent customer service.
- Act as a patient/customer advocate.
- Consider suggestions for performance improvement concerning customer service issues.
- Define, prioritize, and study processes to improve effectiveness, efficiency, and customer satisfaction.
- Develop and publish metrics that provides feedback on customer service initiatives.
Our office is located on the 4 th Deck of building 3, room number 4.1-165.
From the 2nd Deck of the Parking Garage, there is a covered walkway that connects Health Care Center. You are invited to visit our office Monday through Friday (except holidays) from 0800-1600.
Office phone number is (757) 953-4560/2600. Fax: (757) 953-4246
If you need assistance during the weekend or on a holiday, please call the Quarterdeck at (757) 953-5008
The public may contact the Joint Commission's Office of Quality Monitoring to report any concerns about a Joint Commission-accredited health care organization
by either calling 1-800-994-6610 or emailing complaint@jointcommission.org .