The CRMC Customer Comfort Team has been recognized by national health care news publication Modern Healthcare. The team received honorable mention in the Spirit of Excellence Team Category.
To be considered for this award Gretchen Nicholson and Dana Downing, members of quality department at Capital Region Medical Center compiled data inclusive of the history and purpose of the program and the results of the service. Since the start of the waiting room rounding program patient and visitor satisfaction has increased. The program has helped improve communication and provide needed comfort to patient visitors.
About the Customer Comfort Team In March 2005, a bright idea gave life to Capital Region Medical Center’s “Serving Up Smiles” Customer Comfort Team. This program was designed to provide attention and service to our patients, families, and visitors in our hospital waiting areas while enhancing our hospital’s volunteer program, and leadership rounding program,. Initially formed in response to over-crowded waiting areas that spilled visitors into our hallways, the team quickly expanded its original purpose to accommodate a three-fold need- 1) patient and visitor comfort, 2) communication and empathy, and 3) an opportunity to exceed expectations.