Patient Satisfaction Program:
The Customer Service Initiative
Ensuring a “Quality Experience” for every resident.
What sets Wyndmoor Hills apart is our philosophy of care and customer service. We pride ourselves in our ability to get to really know and understand people, treating everyone as a part of our own family. To do so effectively, we have on staff a “Director of Quality Experience”– a full time administrative position solely dedicated to ensuring our residents’ and families’ satisfaction. He is always available to speak to our residents and families through the duration of their stay and there is no need to schedule an appointment. Having him serve as a personal advocate on our residents’ behalf has proven to be enormously successful.
Our program features:
A Warm Welcome: Our Director of Quality Experience introduces himself to every newly admitted resident within 24-48 hours. He provides patients and families with his cell phone number and encourages them to call with any questions or concerns at any time of day or night. A sign displaying his picture and cell phone is prominently displayed at every resident’s bedside so they are reminded of his accessibility.
Daily Rounds: Daily rounds are conducted regularly by our Director of Quality Experience and our Administrator, who visit and interact with patients and families. They are continually looking for ideas and opportunities to improve the quality of your Wyndmoor Hills’ experience.
Patient Satisfaction Surveys: Survey forms are distributed after the first week of admission, and once again during the last week of your stay. They are passed along to our Executive Director, and are reviewed to ensure that you are consistently satisfied from the first week of your stay down to your last. Any red flags are addressed immediately.