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The Service Excellence Department was created in 2005 as Carolinas HealthCare System embarked on the journey to ensure a culture of Excellence. At present, the Service Excellence Department works in conjunction with each facility across the enterprise to hardwire tactics for Service Excellence.
The past four years have certainly been a journey and a culture change for CHS. As evidenced by the organization's dedication, Service Excellence is not a "flavor of the month." Instead, it presents a different way of acting rather than reacting. A change this large has to be led by management at all levels, and, most importantly, the consistent, supportive actions of all teammates. The leadership at CHS has demonstrated their commitment to service excellence and their expectations of every level of staff to support this endeavor.
The foundation for Service Excellence rests on the fact that our employees are our most valuable asset. Employees are empowered to act if necessary to turn an unpleasant patient experience into a positive one. In turn, CHS commits to excellent communication, a culture of reward and recognition and Leader Development.
While bricks and mortar form the physical structure of our hospitals and healthcare facilities, it is the compassion, caring and dedication of our employees and physicians that make the heart of our institution. Our commitment to service excellence principles assures our long term success as we embrace excellence in every facet of our organization.
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Service Excellence