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Currents During the past several months, approximately 80 Charleston Memorial Hospital (CMH) employees have been reassigned to the Medical Center. This has enabled us to achieve necessary cost reductions at CMH, and to align staffing with patient care and service delivery needs. The reassignments also have enabled us to preserve employment for concerned employees. I very much appreciate the cooperation demonstrated by all individuals involved in these successful reassignments. The concerned employees have been understanding and adaptive during this emotional time. Managers have been mindful of the CMH cost reduction needs, while ensuring that the employees reassigned are well suited for the jobs and demonstrate required competencies. The CMH and Medical Center Human Resources offices have worked together very closely to keep abreast of all concerned CMH employees and to match the CMH employees with Medical Center staffing needs. The CMH leadership has remained focused on our cost reduction goal and has maintained good communication with concerned employees. While most reassignments have been achieved, more are in process. Continued cooperation is needed. We also will be calling on the university and other potential employers to assist in meeting our cost reduction goal. Thank you for a job well done. W. Stuart Smith Vice President for Clinical Operations and Executive Director, MUSC Medical Center ClinLAN update Bill Rust, who will take on a new role directing operations, the help desk, print services and technical support for CCIT, reviewed ClinLAN changes that have occurred since the log-in problem last September. Since then, ClinLAN has been stabilized, log-in slowness problems have improved, an alternate printing solution to NDPS has been implemented, and “downtime” icons have been added to ClinLAN workstations to improve redundant access to critical hospital and administrative systems. Design for the next generation of ClinLAN is underway with an emphasis on reliability, speed and flexibility. Novell’s NDPS print services on one of four print servers continue to be unstable. CCIT is working closely with Novell to take care of the problems. Rust reviewed other ClinLAN updates, including a new call handling process implemented in June. When employees call the help desk, calls now are routed directly to client support staff to help you resolve your problem. Most problems are resolved during this initial phone call. Future ClinLAN plans include moving from the Novell platform to a Windows 2000 platform, establishing remote access to the I: drive, providing multiple training options, and continuing support for the ability to roam from workstation to workstation. Currently, there is a pilot project in place to allow Citrix/Metaframe remote access to Oacis from any workstation using a web browser. This is being piloted with 15 users in Pediatrics. MUSC C.A.R.E.S. Joan Herbert, administrator for the Institute of Psychiatry, reviewed the Medical Center’s customer service standards, developed by the Customer Service Tactical Planning Group. The standards are based on MUSC’s core values. Herbert presented a customer service video tape that will be shown at Medical Center orientation for new hires.  Herbert noted that quite a few staff helped make the video possible and thanked Alpa Vyas, Cindy Brown, Brady Swecker and Vanessa Hill in particular for their contributions. Additionally, a customer service computer-based training module is available at: www2.edserv.musc.edu/customer2/. A UHC grant funded the video tape and the training module. MUSC Medical Center Customer Service Standards Accountability—taking ownership of customer needs Inquires about and listens to customer concerns and needs. Takes personal action to meet customer needs and to resolve complaints immediately. Seeks management support if unable to meet customer needs. Apologizes for delays and provides updates to the customer. Communicates pertinent information to coworkers. Respect—treating all customers with care and dignity Demonstrates a caring and concerned attitude. Treats no problem or complaint as unimportant or inconvenient. Protects privacy and confidentiality of the customer. Excellence—going the extra mile to satisfy customers and exceed their expectations Responds to the customer as the top priority. Gains trust and confidence of the customer. Continually strives to improve services for the customer. Adaptability—trying new approaches to make sure customers are satisfied Works with the customer to identify available options to meet the customer’s needs. Demonstrates a positive, flexible attitude in seeking solutions to customer requests. Uses knowledge of rules and regulations to find solutions; if rules are a barrier, works to identify an alternative. Always: Stop and listen to the customer. Make eye contact with a smile. Use a friendly tone of voice. Apologize for problems or delays. Introduce yourself. Wear your name badge. Escort rather than direct the patient when possible. Use appropriate titles and surnames to address customers such as Mr., Mrs., Ms., Miss. Never: Never discuss patient or family information in a public place or with someone not directly involved in the patient’s care. Never discuss personal issues or complaints in the presence of customers. Never gossip. Never wait for requests for assistance. Never show anger to the customer.