Patient Satisfaction is Up: Platinum Standard Service Established
In 2008, department administrator Rick Paddy spearheaded an innovative program to upgrade patient satisfaction. Costumer service surveys indicate satisfaction levels have indeed improved. Entering its 2nd year, the program is a collaboration between Weill Cornell's Department of Neurosurgery and the Sloan Program in Health Administration on Cornell's Ithaca campus. Developments include a customer service manual for the department's support staff; courtesy features such as games, crossword puzzles, and Sudoku; and a pager that allows patients the freedom to step away from an unexpected lengthy stay in the waiting room. Coffee vouchers and meal tickets are also provided to help alleviate extended waiting times. Working with the department's clinical practice manager, Deborah Als, as well as a group of talented students from the Sloan program, Mr. Paddy's vision to put some "hospitality back into the hospital" is being realized. Service With a Smile, an article appearing in the Summer 2009 edition of Weill Cornell Medicine, describes the program in further detail.
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