|
DMMC C.A.R.E.S. - RELOADED!
Kaizen is the Japanese word to best describe the circumstance of improvement with an implied continuous method. This method for constant improvement was implemented after World War II by W. Edward Deming to aid in rebuilding the country. Of course, most business professionals associate this concept with car manufacturing, specifically Toyota. Six Sigma and lean manufacturing are a few of the current evolutions and adaptations of Kaizen.
Last February 2009, we conducted our in-house lectures focused on Customer Care, particularly on “DMMC-C.A.R.E.S which ran until June of this year. Since August 2009, a Quality Improvement Team has been reviewing the program to further hone the hospital’s thrust towards a more focused, objective and team effort-oriented performance. This eventually would intensify our resolve to consistently exercise quality health care for all.
Courteous
We will show courtesy to each patient and will be polite in communicating to them. We will show an act of kindness or favour performed with politeness. This will be manifested in our pleasant disposition and in our ability to empathize and offer a quick, appropriate response.
Attentive
We believe we are called to compassionate service in response to our customers’ needs, particularly during times of stress and high anxiety. We will attend to their inquiries in the  best possible way we can. This is done by paying attention from the initial contact until the patient or customer has been satisfied or has been completely endorsed to another DMMC team member. More importantly, it involves “sweating the details”, listening carefully to the customer’s concerns and following up after the exchange to make sure their needs are met thereby lessening the “waiting time”.
Respectful
We will treat patients and families as partners and members of the health care team. We will respect differences in values, cultures, beliefs and ages, and will incorporate our awareness of diversity into all our daily practices. This is manifested by our compliance with the principles espoused by the “Patients’ Rights and Responsibilities”, and by being aware of and thereby acting appropriately when dealing with sensitive issues particularly, but not limited to, religion, social standing, gender issues, and other similar circumstances whereby undue familiarity may lead to misunderstanding or to what may be deemed as inappropriate behaviour.
Expertise
We will be a reliable source of technique and skill, coupled with the faculty for judging or deciding rightly, justly or wisely for which we will be accorded authority recognized by all. This is achieved by always seeking ways to improve existing systems, standards, policies and guidelines, as well as our knowledge and qualification not only in our respective fields but in what is necessary to provide excellent and total health care.
Safe and Secure
 We will express our care to the patients by practicing good personal hygiene and grooming. We will maintain a clean and safe environment for colleagues and patients. We will practice “zero tolerance” for medication error, eliminate the incidents of preventable infection, and observe safety and security directives.
Top Page
|
