Large organizations often have the reputation of being impersonal or out of reach. Downstate Long Island College Hospital (LICH) is not that organization, but every now and then we like to give ourselves a “communications audit.” Our doctors, nurses and managers told me we need to do a little better, so we initiated a number of programs. We think these steps will help improve communication – between the community and Downstate LICH, as well as with one another.
If you are hospitalized, your encounter with us often occurs when you are at your most ill and vulnerable. Speaking with you during that time requires genuine skill. So we reshaped our Patient Relations Department, increasing the staff from a single “rep” to a rotating corps of five healthcare professionals. Each of these representatives works in other areas of the hospital, as well. We believe that the breadth and depth of their knowledge provides a better experience for patients. We are conducting “excellence in customer service” training programs, mandatory for all staff. We want to hear from you about your experience with us, because our commitment to service excellence means listening to you and adapting our processes as required.
And we’ve set up free WiFi access in all patient rooms so you’re never unconnected to your loved ones (or your Facebook friends!), even when you’re in the hospital, something you’d be surprised to know is not available at other hospitals in the borough.
There are many other ways you can communicate with us, as well. You can use social media platforms such as Facebook (www.facebook.com/DownstateLICH). You can use the “contact us” button on our website, www.downstate.edu/LICH, or you can email me personally, firstname.lastname@example.org. You will receive a reply – almost always within 24-48 hours. I don’t get many mailed letters these days, but if you write to me, I will write back. You can also join the community events notification email list if you’d like to know when we have lectures, classes and events.
Would you like to recommend an improvement to our communication? We genuinely want to be responsive to our patients, families and visitors. Leave a comment here or email me – we will send you a free flash drive as thanks for helping Downstate LICH, your community hospital, be the best it can be.
Yours in good health,