CUSTOMER SERVICE STANDARD
At Harbin Clinic we believe that we are here to serve our customers. Our customers are anyone with whom we interact while representing the Clinic. Our customers are not an interruption to our work; they are the reason for our work and should be our “FOCUS”. We are committed to service excellence which must be reflected in our behavior.

At Harbin Clinic our mission and values serve as a guide to establish a program of service excellence for all those who trust us with their healthcare needs.

Our FOCUS is service and we have set our standard high.

As our FOCUS, Harbin Clinic patients may expect:

  • First Impression
    To be greeted with a smile and by name
    Eye contact, a smile and pleasant greeting
  • Ownership
    That we accept the responsibility of providing care and act as a patient advocate.
  • Communication
    Every aspect of healthcare is delivered through communication; clarity and accuracy is essential. With every mode and aspect of communication, it is our responsibility to respect and protect privacy and to provide instruction for understanding.
  • Unity
    That every patient receives the same quality service moving from one Harbin service to another seamlessly.
  • Safety
    Harbin Clinic to provide quality healthcare in a safe environment.

We provide continuing education for all staff on how to demonstrate GREAT behaviors for our patients:

  • Greet
  • Respect
  • Exceed Expectations / Escort
  • Attention to detail
  • Teamwork

Harbin Clinic values every patient’s opinion. Patients have the opportunity to express their opinion by completing and returning patient satisfaction surveys. Harbin Clinic participates in a national survey process; Press Ganey is the leader in monitoring patient satisfaction and improvement recommendations.

Through the information provided by the survey, we are able to identify areas that need improvement and work to make those accommodations.

Harbin Clinic Medical Oncology & Radiation Oncology have both achieved recognition by earning the highest possible score and were ranked in the 99th percentile for overall patient satisfaction.

Providing GREAT service is our goal with the patient as our FOCUS.