Service Excellence

Wanda Holderman: April 29, 20130 Comments

Last August, Fresno Heart & Surgical Hospital embarked on a journey in partnership with the Disney Institute. Fast forward to today, there has been much discovered about the culture here and how we provide needed care and service.

I am very delighted that the Hospital was most recently awarded for a sixth year in a row, the Healthgrades distinction of "Outstanding Patient Experience" award...so why are we putting so much energy, time, and resources into further improvements? Because we want to, interestingly enough, intentionally overmanage certain things to allow for consistent and high performing results.

We desire to have a "culture of excellence" each and every time...not an easy task and takes a concerted effort! Because there were so many opportunities identified by Disney's "discovery" visit last August, we narrowed it down to 10 work groups that have poured alot of themselves into creating four awesome standards for us to adopt: Safety, Compassion, Professionalism, and Stewardship.

In May and for three intense days of several sessions with staff, hospital leadership in concert with the Disney staff, will be rolling out these concepts in a "formal indoctrination" that will also include a special feature for our affiliated physician leaders.

We are very excited for these new and enhanced accountabilities to take hold so that we can not only exceed excellence with our patients, but also with each other and the physicians that work closely to provide care to those in need.

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