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Landstuhl Regional Medical Center recently made it easier for its customers to give constructive criticism or compliments to its staff.
With the new Interactive Customer Evaluation system, patients no longer have to fill out the yellow comment cards, though they still will be available. Comments have moved to the age of the Internet via kiosks set up strategically throughout the hospital.
“We are not doing anything we haven’t been doing all along,” said Lt. Col. JoAnn Doleman, LRMC chief of Quality Management Division. “We are just trying to evolve it. This method will make it much less labor intensive.”
“Customers and patients can get online at home or the library, wherever they choose, and give us feedback,” said Elaine Williams, LRMC patient representative. “Any concern they have will go straight to the officer in charge of the corresponding department.”
Once the OIC gets involved, action is taken. If the patient leaves his name and number, the OIC will call him to address the concern.
Ultimately, the system will greatly aid LRMC’s commitment to patient care, said Ms. Williams.
“It already has helped,” she said. “And it will continue to help us maintain our quality of excellence that patients have come to expect from LRMC. Whether the comments are positive or negative, we need to know. We need people to take time to let us know.”
ICE kiosks are located in the Emergency Room, the information desk and the Patient Administration Department.
