2011-06-16 / Local & State

FCMC Committed To Customer Service

SPECIAL TO THE NEWS


Customer service coordinator John Duffey hangs the professional standards in the main lobby of Fulton County Medical Center to demonstrate FCMC’s commitment to customer service. The standards are surrounded by photos of all the departments showing their commitment. Customer service coordinator John Duffey hangs the professional standards in the main lobby of Fulton County Medical Center to demonstrate FCMC’s commitment to customer service. The standards are surrounded by photos of all the departments showing their commitment. Fulton County Medical Center Board of Directors launched an initiative to develop professional standards for the organization. Heading up the process were customer service coordinator John Duffey and education director Jeffrey Thomas.

Under the direction of Duffey and Thomas, the entire organization took part in customer service training, as well as, leadership training. The training has been an ongoing process and will continue to evolve. Thomas organized a focus group with all of the leadership at FCMC and based upon that group the following topics were developed:

What is a Leader and What is a Model Leader

A Leader’s Journey From Fear to Self Confidence

Seven Tips for Managing Your Friends in the Workplace

Developing Emotional Intelligence

The Five Deadly Sins of Disciplining

Nine Steps to Effective Discipline

“The professional standards that were developed by our employees are the solid bedrock of FCMC’s already firm belief in friendly, family oriented and quality care to our community. FCMC would be just another healthcare provider without those beliefs. We want to be the only place patients, employees, visitors and doctors want to come to because of our commitment to those standards and our continuous effort to go beyond.” stated Thomas.

In talking about his efforts, Duffey stated, “FCMC constantly strives to set high team member standards of performance while insisting members assume responsibility and accountability for successfully completing their required tasks. This ensures interactions and transactions are ethical and convey integrity to all those we serve.”

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