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Gilbert Hospital Kicks Off New Customer Service S.M.I.L.E. Campaign
Date:11/21/2008

GILBERT, Ariz., Nov. 21 /PRNewswire-USNewswire/ -- Gilbert Hospital, known for setting new trends in the hospital industry, has initiated a new customer service campaign entitled S.M.I.L.E. The acronym, which stands for Service; Mission; Ideals; Leadership; Excellence was developed by Gilbert Hospital Directors Donna Ritchie of Inpatient Services and Carolyn Masood of Performance Improvement. Together, the development of the S.M.I.L.E. campaign came to life in order to provide enhanced services to patients and visitors at the hospital.

"We developed this after determining our customer service satisfaction survey scores weren't exactly where we wanted them to be," said Ms. Ritchie, a Registered Nurse. "Making changes to parts of our service program became a top priority and we had immediate support from the executive level. We were able to get these changes implemented very quickly," added Ritchie. Ms. Ritchie, along with Ms. Masood, reviewed data collected from Press-Ganey and other sources to determine areas in which Gilbert Hospital could improve the overall experience of patients and visitors. "The plan is to implement the campaign hospital-wide but initially, we're starting in our Inpatient Department and creating a buzz about what we're doing," stated Ms. Masood, a performance improvement veteran. "We rolled this out with little teasers like posters and buttons and just the acronym. We had everybody guessing. Everyone became quite engaged and interested and when we did 'spill the beans;' the campaign was very well received. We're already seeing significant improvements in our surveys," continued Masood.

The S.M.I.L.E. campaign was designed to create a positive work environment; a healing, peaceful environment for patients; quality patient care and positive patient outcomes. As the program develops, other departments within the hospital will merge into the campaign with results expected to be gleaned immed
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