DOCTORS HOSPITAL OF LAREDO

There are 164 physicians on the medical staff with the hospital, 80 of whom are active staff. Our nursing staff draws upon years of clinical experience and is also associated with several area nursing programs.

Patient satisfaction is a top priority at Doctors Hospital. To show our commitment to patient satisfaction, Doctors Hospital has implemented a Service Excellence training program, developed by Health Management Consultants, Inc. The program supports the philosophy that there are many different ways of dealing with service excellence rather than only "one right way". The program emphasizes the concept that what works for one situation or employee may not work for another. Therefore, training encourages thinking and analyzing situations encountered so that the appropriate behavior or technique is applied. Every employee of the hospital, starting with the CEO and including all senior staff, are required to participate in a workshop.

Participants in the workshops are viewed as resources in helping each other learn from their successes as well as from the difficulties encountered in their role. Those who are struggling with a particular problem are encouraged to learn from those who have already dealt with and resolved a similar problem. We know from experience that identifying and responding quickly to a problem promotes good customer service. Patients who are satisfied with the service will be loyal and may refer others to the facility.

Several times during the workshop the employees are divided into groups and asked to participate in exercises. A favorite exercise is at the beginning of the workshop when the groups are asked to draw a collaborative picture of what good customer service is to them. There have been many good pictures drawn, but one in particular is drawn in the form of a balloon bouquet. All the balloons represented a different service in the hospital - from admissions to testing to physical therapy to nursing care to discharge. All the balloon strings were tied together with a bow, which signified teamwork.

In essence, this example demonstrates the mission at Doctors Hospital—To provide the best healthcare services that: Patients recommend to families and friends, physicians prefer for their patients, purchasers select for their clients, employees are proud of, and investors seek for long-term results. This vision will be realized through our commitment to the following principles: service excellence, continuous improvement in measurable ways, employee development, ethical and fair treatment for all, teamwork, compassion, and innovation in service delivery.

Central to the hospital's mission is its commitment to excellence in serving patients—from providing an aesthetically pleasing environment, to ensuring quality in medical care. Every employee receives service excellence training and personally pledges to put our patients' needs first.