Responding to Customer Concerns

Visiting a hospital, whether scheduled or through an emergency, can cause significant stress on our customers and their families. This stress can lead to negative experiences if staff do not recognize and quickly respond to customers’ needs and concerns.

Randolph Hospital understands this and has taken a proactive approach to ensuring that all customer issues and concerns are quickly recognized, addressed and resolved in an expedient and consistent manner.

Continual staff education and measurement for process improvement are the two approaches used to guarantee success. Through customized training, employees, physicians and volunteers are educated on identifying stressful situations, appropriate staff response, and employing effective communication techniques all in effort to ensure positive resolution and outcomes.

Additionally, Customer Service Representatives try to visit each customer either by visiting individual patient rooms or making rounds through general waiting rooms.  During their visits, they gauge satisfaction, answer questions, share information on available internal and external resources, ensure adequate care is being provided and proactively identify any problems or concerns customers may have.  If any concerns are noted, a formal grievance process is initiated.

The formal grievance process allows for the reporting, review and resolution of all conflicts, concerns, complaints and grievances received from customers. The goal of this process is to assure patients, their family members, visitors and guests that Randolph Hospital readily accepts all valid concerns, and will strive to seek resolution when at all possible. Anyone who reports a concern will be given the assurances that current and future access to care will not be compromised.

Any customer who feels they did not receive exemplary care and service can report their concerns to the Customer Service Department at (336) 328-3452.

Click here to share a concern or recognize an outstanding employee.