By Johnie Carr
Director of Operations
Commitment to Excellence & Support Services
OK, admit it, you like to be catered to, don’t you? C’mon, it’s OK to say it. You love it when people call you “sir” or “ma’am,” right? It feels great to have someone acknowledge you by name when you walk into a restaurant and ask, “Will it be the usual?” and you respond, “Why yes, make it the usual!”
The truth of the matter is that we all enjoy receiving great service. If you frequent hotels, then you’re probably used to receiving such service. In fact, I’d venture to say that you even expect it. So, I was thinking about this the other day, and I wondered, what kind of service do people expect when they visit a hospital?
When you stay at a hotel, you can pay anywhere from $150 to $800 a night. By contrast, when you stay at a hospital, you can pay upwards of $1,200 a night, and that doesn’t even include those little soap and lotion bottles. For most people, there is already a high level of anxiety around having to visit or stay at a hospital. I don’t think anyone would argue that something about that needs to change.
That’s why at the University of Maryland Medical Center, we’ve embarked on a journey to transform the patient experience by providing the safest care anywhere, exceeding customer expectations and becoming an even greater place to work. It is a strategic engagement that we call “Commitment to Excellence” (C2X), and it is the distinctive way that we care for our patients, our guests and for one another at UMMC.
Commitment to Excellence is a personal commitment made by every UMMC employee to help build and sustain a culture of excellence across our organization. To support this, we have developed the UMMC Pillars of Excellence: People, Service, Safety & Quality, Stewardship and Innovation. These pillars represent the foundation of our relentless focus to provide information, courtesy and responsiveness to every patient and guest.
Through employee engagement and empowerment, reward and recognition for providing great service, associate training education and development and surveying our guests, we are working hard to create an environment of service excellence that is second to none.
Our hope is that the next time you choose to visit our medical center, you will personally experience this culture of patient-focused care and commitment to excellence. Service excellence … it’s not just for hotels anymore.
I’d love to hear about your service experience at the Medical Center. You can contact me via e-mail — firstname.lastname@example.org — or phone — 410-328-0027.