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Newton Memorial Hospital's Commitment to
Patient Satisfaction

About two years ago, the management team at Newton Memorial Hospital looked around and noticed customer service was not all it could be. Our evaluations contained many valid complaints from patients who were not happy with their treatment. Although there were many good evaluations, the team felt we could do better. If we were going to be a vital part of that community, things needed to change.

They devised a philosophy that when put into practice could raise the opinion of our hospital in the mind of the community. Our mission and vision statements were revised. How to achieve the vision and carry out the mission was defined around the word, PRACTICE. They listed standards that if practiced would achieve the vision of Newton Memorial Hospital.

	Protect the privacy of our customers

	Respect our customers

	Act and dress professionally

be	Courteous and Considerate to our customers

	Target our customers' needs and keep them informed

	Improve processes continually

show	Commitment to our coworkers

	Empathize, understand and listen

These "practices" are to be carried out
reflecting the values of the institution;

Compassion
Integrity
Dignity
Service

Our goals are:

To be #1 in the country in customer satisfaction.
To reduce cost
To increase volume
To decrease length of stay
To become the employer of choice

Newton Memorial Hospital's Commitment to Patient Satisfaction

Newton Memorial Hospital's Commitment to
Patient Satisfaction