We are committed to providing extraordinary service to you, our patients and visitors. We know you are dealing with circumstances requiring a heightened level of compassion, communication and attention. As such, we take it very seriously to deliver on our promise to ensure you are provided an experience that exceeds your expectations.
How Do We Set the Stage For Extraordinary Service?
All of our staff are rigorously trained in service excellence in addition to their unique job-specific responsibilities. Each day, management spends time coaching staff to ensure only the highest service standards are met.
While our nurse and support staff tend to your needs, our management team also takes the time to visit every patient, providing an extra level of attention to ensure all of our patients are being treated as family.
Department Team Huddles
During each shift, nursing and ancillary department managers conduct brief team meetings focused on service excellence and discuss specific patient needs, updates and requests to ensure a smooth transition and delivery of care.
Extra Attention During Nights and Weekends
Because most patients need to spend one night or more in our hospital, staff and management take extra care to ensure the ambience, noise level and pain management of our patients is well-controlled to ensure maximum rest and healing take place.
We take our service delivery very seriously at Orange Park Medical Center. Every staff member and affiliated or employed physician is expected to provide extraordinary care and service to our patients and visitors. Recognition programs and accountability measures are in place to reward or address behaviors, as nothing is more important than the patient experience.
Every Interaction, Each And Every Time
Everything can be done behind the scenes to carefully prepare, but it takes the right attitude and commitment to truly serve others. Orange Park Medical Center is proud of our dedicated, experienced staff. It’s every team member’s goal to exceed your expectations. Exceeding expectations begins with achieving consistent service standards, including:
Proper Acknowledgement and Introduction
We greet you with a smile and use your name. Attitude is everything, as we want to create a lasting impression. Staff members introduce themselves, explain who they are and how they are going to help you.
Consistent Communication and Follow-Through
We stay in touch with you to ease waiting times. We let you or family know if there is a delay and how long it will be. We respond to your requests in a timely fashion to ensure your needs are being met, without exception.
Provide Thorough Explanation
We advise you what we are doing, how procedures work and whom to contact if you need assistance. We communicate any steps we may need to take. We talk, listen and learn. We make time to help. We always ask, “Is there anything else I can do for you?’
We thank you for choosing Orange Park Medical Center because we know you have a choice when it comes to health care and we appreciate your trust and patronage. Our desire is for every patient to be healthy and ”hospital-free,” but if you, family or friends should have to visit a hospital, the staff at Orange Park Medical Center would be honored to care for you.
Patient Service Goals
From nursing and dietary staff to imaging technicians and physicians, our mission is to provide you the best hospital stay possible. We do so by placing special attention on the following areas:
- Effective nurse communication
- Cleanliness of room and surrounding areas
- Timely response to requests and call buttons
- Effective pain management
- Proper explanation of medication side effects
- Sufficient discharge information
- Quietness and comfort of hospital environment
- Thorough physician communication
When Service Recovery is Required
If you need assistance or have concerns about your stay, we will do everything possible to make it right. Our staff, supervisors, management and leadership are committed to your well-being and satisfaction. If you should need additional assistance, you can call 639-7609 or 639-3714 during normal business hours to speak with a representative from Guest Services.