At Nationwide Children’s, we strive to deliver excellent service.
It’s all about ensuring Best Outcomes in our interactions with you. By focusing on providing patient and family centered care, we strive to provide collaboration with you that ensures respect and dignity, unbiased information sharing, and your participation in everything we do.
What Does Service Excellence Look Like?
Everyday staff at all levels of the organization deliver excellent service.
Staff smiling at patients and families when appropriate.
Staff walking a lost family to their appointment.
Staff being attentive to a family’s needs in the cafeteria and in the clinic.
Staff asking about patient and family preferences before administering care.
Staff taking the time to answer questions.
Staff working to resolve concerns the minute they are shared.
“When you see a family who could use some help, don’t hesitate to approach them. You don’t have to have all the answers – you only need to help them get their answer,” says Chief Nursing Officer Linda Stoverock.
How Are We Doing?
Three main tools measure the caliber of service we provide. Employee satisfaction surveys identify how we treat each other which directly affect the patients and families we serve. Patient satisfaction surveys tell us how you feel about the care and service you received. Complaints that reach hospital administration, known as grievances, are a strong indicator of the quality of service we provide.
Continuing to Improve Our Service
Our efforts around Treat Me With Respect empower every staff member to be problem solvers. To do this, we focus on the same tools we use every day to deliver high quality, safe care – our Zero Hero tools. Each staff member is responsible and accountable to live Nationwide Children’s mission, carry out our values, mentor others and use the Zero Hero tools.