Customer Service
Everyone at Harper University Hospital is focused on providing exceptional customer service to patients, family members and visitors. We continuously measure patient satisfaction and work hard to earn a “likely to recommend” rating from patients and their family members.
In everything we do, we’re guided by our Customer Service Standards:
- Respect
- Courtesy
- Ownership
- Privacy
- Professionalism
- Responsiveness
Real-time Rounding
In 2009, we launched a program called “Real-time Rounding” to increase patient satisfaction and rally hospital staff and physicians around our customer service goals. Here’s how the program works:
- Teams of hospital employees from various departments gather weekly to visit — or go “on rounds” — with various patient care units and departments.
- The team reviews a list of newly admitted and recently discharged patients.
- Patients are asked questions about the care they’ve received and informed about a patient satisfaction survey they may receive at home.
- Hospital staff members are educated about the patient satisfaction survey and asked to provide input on ways to improve patient and employee satisfaction.
- Visitors are asked about their overall opinion of care provided, the appearance of the hospital and their likeliness to recommend the hospital to others.
Contact Customer Service
Call the Customer Service team at (313) 745-4800.