March 20, 2014

Providing excellent service to our patients, families and visitors is a top priority at TriHealth. It is a priority because treating our customers with courtesy, caring and respect is the right thing to do. 

Within the past two months, all team members at Good Samaritan, Bethesda North, Butler County, Western Ridge and Arrow Springs were trained in how to better interact with our patients using AIDET and "Meet and Greet within 15 Feet."

The next step to hardwire these behaviors begins in April and extends through at least the next year. Each department will be visited at least once each quarter. Managers, directors and executive directors at both Good Samaritan and Bethesda North hospitals will conduct Patient Experience Team (PET) rounds in different departments.

Two leaders have been paired together and assigned to visit specific departments to observe team members using AIDET and Meet and Greet. They will observe randomly selected staff in the common areas and patient care departments. The PET team will give these team members on-the-spot feedback as to how well they followed the required behaviors to best serve our patients. 

Any team member who receives a "successful" rating during the observation will be entered into a raffle for a $100 gift card. Employees should place raffle tickets in the Service Excellence boxes in the cafeteria. Drawings will be held at the end of each quarter. 

Our goal is to provide outstanding customer service by anticipating customer needs and exceeding their expectations by infusing our culture with courtesy, compassion and respect.