Summit Medical Center Radiology & Lab, as a 2016/17 National APEX Quality Award Winner, has been recognized for demonstrating the highest levels of excellence in patient satisfaction and overall care over a 12-month period. Performance is rated based on clinical, operational and interpersonal measures. Of more than 700 eligible healthcare facilities, 109 were selected as winners.
Patient satisfaction and excellent customer service is important across Summit Medical Center, but in a setting such as a lab where patients might have some anxiety about the tests they’re getting, the staff goes above and beyond to ease their concerns.
“Our job is to treat our guests with compassion, understanding, dignity and respect,” said Dana Becker, Summit Medical Center’s lab manager. “We want their experience to be a positive one — something that leaves them feeling relieved and maybe pleasantly surprised. Make it a visit where they remember more about what a pleasant experience they had instead of the discomfort they might have felt.”
The lab staff treats patients as they’d want to be treated, with kindness, a gentle touch and a warm smile.
“We welcome them as if we were welcoming them into our home,” Becker said. “We care for them in a way that leaves them feeling confident in the service they received and assured that we genuinely care about them.”
This model ensures staff doesn’t rush patients through the system, especially when it might be easy to do that during peak times such as flu season. To consistently provide this compassionate, quality care, Summit Medical Center’s lab staff participates in regular training and reviews tools that are used to improve patient interactions, always keeping in mind to treat patients as they would like to be treated.
“We strive to be the best at what we do. Exceeding your expectations is a priority. We’d like to think we had a positive impact and we left you feeling like we truly cared about you, your comfort and concerns,” Becker said. “It feels very rewarding to be acknowledged as a team for providing outstanding service to people. We take pride in what we do and are honored to think we were successful in exceeding people’s expectations.”