Patients at Capital Region Medical Center in Jefferson City, Mo., have been reporting much warmer experiences in hospital waiting rooms during the past seven years since the advent of the Serving Up Smiles Customer Comfort Team.
Comforting patients (Team--Honorable mention)
Capital Region's teams ease waiting-room angst
Formed in response to overcrowded waiting areas, the program consists of two-employee teams that volunteer each week looking for patients who need anything from blankets and coffee, to coloring books.
Since third-quarter 2004, the 100-bed medical center has seen Press Ganey scores rise from 34th to as high as 94th percentile for the patient satisfaction question about “accommodations and comfort for our visitors.”
For these achievement, the hospital earned an honorable mention in the Spirit of Excellence Awards' Team category.
Send us a letter
Have an opinion about this story? Click here to submit a Letter to the Editor, and we may publish it in print.