Trusted care anywhere
By Chief Master Sgt. Diena Mosely, 20th Medical Group / Published March 31, 2017
SHAW AIR FORCE BASE, S.C. --
The Air Force Medical Service lives by the mantra “trusted care anywhere,” but what does that mean?
Trusted care is a vision of the AFMS as a continuously learning and improving organization with a single-minded focus of safety and “zero harm.”
I’m sure you may have seen this phrase on a banner, maybe on a slide show or even heard one of our Team Shaw medics say it out loud. Whatever the case, simply defined, it means we are committed to zero harm when it comes to patient care.
We know when our patients pick up the phone to make an appointment, they trust we will have their best interest at heart and give them our undivided attention. Their health absolutely depends on it!
In order for us to deliver trusted care anywhere, we must take great care of our patients by paying attention to detail and at all times applying the four principles of customer service: service, attitude, consistency and teamwork.
We must exceed the customer’s expectation by going the extra mile.
We know that first impressions make a huge difference, so we strive to display the right attitude with the first encounter.
Patients who have a great experience return and allow us to re-capture care because of consistency in top-notch customer service. We are committed to these principles.
We know customs and courtesies go beyond basic politeness; they play an important role in building morale, discipline and mission effectiveness.
How do we get to trusted care anywhere, you may ask? By creating the culture of “every Airman, every day, a problem solver.”
As leaders within the AFMS, we must encourage our team members to seek and identify risks within our organization, speak up about them, and work to mitigate them. When our patients walk through the door, we know they have three goals in mind. Simply stated they are: “don’t harm me,” “heal me” and “be nice to me,” in that order.
Don’t harm me – Our patients expect nothing less.
Heal me – Our patients expect to have a solid plan of action when they leave our facility. We encourage them to take part in their healthcare by engaging with providers and following the health plan given.
Be nice to me – Absolutely goes without saying! When our patients enter our doors, most are not feeling well or may be anxious about the next step in their treatment plan. We strive to ensure patients have a great experience by providing great customer service through respect and common courtesies.
Let’s face it; most of us would prefer not to have to visit a medical provider, dentist or immunizations office. However, when circumstances dictate and these services are needed, your Shaw Weasel medics stand ready to deliver the best trusted care anywhere!