The University of Virginia Medical Center has been named a 2011-2012 “Hospital of Choice” for customer service by the American Alliance of Healthcare Providers.
According to the alliance’s website, the Hospital of Choice awards recognize hospitals “based on their competence, public communication, reputation, good citizenship, and customer service skills exhibited by staff members.” A key element of its evaluation is the use of “secret shoppers” to test hospitals’ service and learn about services available at the hospital.
One example, according to alliance’s website: secret shoppers will call the hospital’s phone system to evaluate the knowledge and helpfulness of the hospital’s staff.
In addition to the secret shoppers, the alliance also reviews hospital websites, conducts annual physician surveys and reviews recognition and awards received by hospitals.
R. Edward Howell, vice president and CEO of the U.Va. Medical Center, said the award reflects how staff members work each day to provide compassionate, quality care.
“Our employees are dedicated to caring for our patients,” he said. “I’m pleased to see their hard work recognized.”
U.Va. is one of just more than 200 hospitals nationally to receive a 2011-12 customer service award from organization.