White Sands Missile Range McAfee Health Clinic recently took on a pledge that will provide patients with a better experience beginning with their first point of contact when entering the clinic. The clinic began the You deserve Exceptional Service initiative also known as YES, established by the William Beaumont Army Medical Center to provide a more satisfactory experience for patients Nov. 10.
The main goal of the YES pledge is to have the patient’s first point of contact provide as much exceptional care they can before having to refer them to another location.
“We’re always looking to do well in patient satisfaction. We want to make each encounter the best that it can be and we want patients to know that they should expect that,” said McAfee Deputy Commander for Clinical Service Lt. Col. Leonard Grado. “The easiest way that I try to communicate that is to do what you would want done for one of your family members. Treat every patient like you would want your wife, your child, and your loved ones to be treated.”
Grado recently attended a YES conference where he received training on how to provide exceptional care to patients. The conference was hosted by William Beaumont Army Medical Center Commander Col. John Smyrski.
“The overall goal is to enhance the customer experience and make all our patients feel they are getting the medical care they deserve. The main focus of the YES initiative is to make the patient experience the best one they can have,” said McAfee Deputy Commander for Nursing Maj. Katie Rivera.
The initiative asks for all clinic employees, including contractors, to support the YES vision. Though it is currently in the beginning stages, Grado said there will be several more initiatives that will come about that complement the pledge in order to ensure that the clinic is fulfilling its pledge to the patients.
Every McAfee employee has signed a YES pledge poster. The posters are displayed throughout the clinic. Grado said they ensured the employees understood the main concept of the pledge and how they could make a patient’s experience better before signing.
“Each one of us is making the pledge that our patients can expect exceptional experience. We’re going to do whatever we can to make that happen,” Grado said.
Grado said the clinic has always led in patient satisfaction throughout the central region, but knows there is always room for improvement.
“We’re striving to be even better because there’s always room for improvement,” Grado said.