Two weeks ago my husband had a total knee replacement at  Orlando Regional Medical Center. A tough surgery to begin with, but then he had complications. I spent five days and a couple nights in the hospital with him. The people were amazing! They were so nice, sincerely nice – not fake, not just there for a paycheck. Everyone from the transporters to the cafeteria to the techs to the nurses – all seemed to care and took great care with both of us.

Great service is all about the touch points with the customer and in all the touch points in those five days, I never once experienced a rude or indifferent employee. Team members (as the employees are called) treated each other well too, I noticed. Many times I heard a “please” and a “thank you” to one another. And that goes far in a stressful situation to know that the employees are working together for the customer/patient benefit.

Many of the moments could not have been scripted like when the tech actually gave me a hug and knew it was okay and what I needed at the moment…. when the nurse started trading some of her best recipes with my husband…. when I asked the transporter why he was so caring and he said, “I don’t want to be the one to tear down our image and reputation”.

Service excellence is a culture, a way of life. It must become a part of the fabric of the organization. There were obvious signs that ORMC works at it. Recognition of team members everywhere, reminders to be nice posted, telephone answering skill sheets next to phones. It doesn’t happen by magic, but a lot of hard work. ORMC orthopedic department has earned my kudos!


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