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Dietetic Services' ‘patient ambassador’ maintains satisfaction by Mary Basel Clinical Nutrition Manager The patient ambassador position was recently added to take customer service to a higher level. Oftentimes, patient complaints are not recognized or corrected until after the patient leaves.   The main goal is to prevent problems from occurring, but when they do, the patient ambassador’s role is to identify the problem, facilitate corrective procedures, and monitor the steps to ensure that the patients needs are fully met. Patient Ambassador Job Description General Purpose: The patient service ambassador is expected to proactively maintain high levels of patient satisfaction through continual interaction with patients. Emphasis should concentrate on, but not be limited to, services provided by the Dietetic Services Department. Primary Functions The primary function of the patient service ambassador is to continually interact with the patient and share his/her concerns with the appropriate resource for feedback or resolution. Additional Responsibilities Meal service audits (traypassers, hostesses, test trays, etc) and providing employee customer training to ensure quality patient meal service. Provide immediate responses and corrective action measures to ensure the highest customer service standard. Maintain a method to document, track and research patient input, and to share recurrent problems identified by patient input. Review statistics and trends with appropriate personnel. Identify needs and make recommendations for quality improvement that creates perceived value to our patients and clients. Provide written communication in response to patient comment forms. Patient ambassador Jan Burton works with MUSC patient Gerald Jung.  Jan Burton was recently promoted to the role of patient ambassador. She is a Charleston native and has worked in the MUSC Dietetic Services Department for 24 years.   Burton started working as an employee on the patient trayline, then moved into the cafeteria area, the nourishment room, and the diet office. She is excited to bring all of her experience to her new role as patient ambassador. Service with style and a smile During the past couple of weeks, patients started doing a double take when their meals were delivered by employees dressed in black tuxedos and bow ties. The fine dining experience does not just stop with a new uniform.   Dietetic Services' Donna Washington, standing from left, Karen Logan, Denise Johnson, and Anastasha Clay, along with Jack McDaniel, bottom  row left, and James Simmons await the arrival of 12 more members to complete the host/hostess team.  Each dietetic host/hostess has completed extensive customer service training to ensure that patient’s expectations are exceeded. Before the tray is delivered to the patient’s room, the host/hostess visits each patient to review the restaurant style menu system and assist the patient in ordering their special request. The bedside table is cleared and positioned for speedy tray delivery. Once the tray arrives, the host/hostess delivers the tray with a smile and makes certain that the patient has everything that is needed before they exit the room. When the host/hostess returns to pick up the tray, meal rounds are conducted to ensure quality control measures. If problem areas are identified, the patient ambassador is notified and implements immediate corrective actions.    Young receives applause award June 2 Cathy Young, a member of the dietary host/hostess program, received a very special applause award June 2.   Cathy Young receives her applause award from Stuart Smith. Young has been a valued member of the dietary department since December 2003 and received weekly applause awards from numerous patients, family members and staff. Young’s fame rose to such heights that during the admissions process, patients ask for her to deliver their meals.    In recognition of her commitment to excellence in patient service, Stuart Smith, vice president for clinical operations and executive director, MUSC Medical Center, presented the most recent applause award, along with a gift certificate and an MUSC signature pen.  Friday, June 10, 2005 Catalyst Online is published weekly, updated as needed and improved from time to time by the MUSC Office of Public Relations for the faculty, employees and students of the Medical University of South Carolina. Catalyst Online editor, Kim Draughn, can be reached at 792-4107 or by email, catalyst@musc.edu. Editorial copy can be submitted to Catalyst Online and to The Catalyst in print by fax, 792-6723, or by email to petersnd@musc.edu or catalyst@musc.edu. To place an ad in The Catalyst hardcopy, call Community Press at 849-1778.