Your Care Is the Focus of Everyone Here

At Huron Regional Medical Center, we take a hands-on approach to patient care. We recognize the importance of teamwork and believe that great results can be achieved when everyone works together. What makes a healthcare team successful? One of the most important aspects of teamwork is having a focus. The physicians, staff and volunteers at HRMC focus on our "vision" of exceeding your expectations.

We strive to provide state-of-the-art technology and knowledgeable, professional service to each individual who comes through our door. Although we believe in the benefits of modern equipment and medicine, we also know that cutting-edge service shouldn't compromise personal touch. We want you to feel comfortable in all aspects of your care, from your impression of the hospital's layout to your experience with the entire HRMC team.

Service That's Stellar
Each member of our team plays an integral role in how the hospital operates on a day-to-day basis. Our medical staff and nurses provide top-notch care supported by a whole team of employees and volunteers who work behind the scenes to create a safe, positive and healing environment. Recently, HRMC launched a service excellence program called "Stellar Service." The training program provides employees, leaders and volunteers with the skills to understand and exceed customer expectations at every interaction – or "moment of truth." During the first phase of the program, participants will work on developing the skills to look at each interaction through the customer's eyes, identify the most important moments of truth, gather feedback on the experience from the customer's point of view, and then remove road blocks to improving that experience.

At HRMC, customers are defined as internal and external – and the Stellar Service program is helping departments look for ways to serve each other better, which in the long run improves service to you, the external customer. One of the tools within the program is the customer report card. The report card grades an encounter that "meets expectations" as a C. "Exceeding expectations" earns a B; and "dazzling or surprising" the customer earns the coveted A grade.

Feedback regarding the new initiative has been positive, but the real test will be what patients say. Some of the performance measures include satisfaction ratings on the patient opinion surveys, number of surveys returned and the number of employees mentioned by name in the comments.

Healthcare patients today have more choices than ever about where to seek treatment. HRMC recognizes that fact, and the Stellar Service program will help our team understand your expectations and provide the service you desire.

We Value Your Feedback
Do you have a comment about Huron Regional Medical Center you’d like to share? We value your opinions and encourage you to participate in the patient opinion survey given to you at registration. Patient feedback is crucial to service improvement, and each piece of feedback is important. Each survey is reviewed personally by our CEO with immediate follow-up when appropriate. When employees or physicians are mentioned in the survey, they receive a personal letter thanking them for their efforts. Survey results are also posted quarterly so employees know how customers rate the service they provide. As a community member, you can provide feedback anytime online at www.huronregional.org/contactus. Click on Satisfaction Survey to answer a few questions and share comments about your experience at HRMC. Or you can share your opinion by calling 605-353-6200.