Providence Tarzana EVS Team Wins Customer Excellence Award

The Providence Tarazana Medical Center EVS team, led by Director Dean Galvin, recently won a "Customer Excellence Award," sponsored by the hospital’s Voice of the Customer (VOC) committee.  The VOC meets bi-weekly to address customer service challenges and is made up of directors from clinical, ancillary, and support services.  The VOC has an Administrative sponsor who is responsible for customer satisfaction in the ministry.  On a monthly basis, the group looks at which Department has consistently provided amazing customer service excellence.  The measure is not by 3rd Party surveys like Press Ganey, but how responsive and results oriented the department is to daily operational challenges.  They look at “How does that department respond?” and “Do they meet or exceed the expectation?”  This measure is applied not only to patients and family members, but to ministry staff also.  EVS Department Champion Robert “Bob” Swieca, Operations Manager, represents the onsite team at the VOC meetings. Bob makes sure the team is sensitive to the importance of collaborating with Nursing and Ancillary Services. They respond and resolve matters quickly and as efficiently as possible, and always exceed the customer’s expectation. Often, this means getting involved in issues not typically the responsibility of EVS. Associates are also coached to do what is necessary to resolve issues in a collaborative manner. The team partners with Nursing during their daily patient rounds. Bob is recognized throughout the ministry as the EVS Champion and the guy to call when there are issues developing. The management team supports these processes and has earned the respect of the client, so much so that this account won a 5-year contract renewal.