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Pawnee Valley Campus offers Five Star Customer Service
Courtesy photo Members of the Customer Service Team lead a class during the Heart and Mind training session at The University of Kansas Health System Pawnee Valley Campus. From left to right are Megan Donecker, Nishka McKenzie and Angela Meitner.

LARNED – Since the focus at the hospital in Larned is on patients and their families, each new hire and current employee participates in customer-service training.

The Five Star Customer Service sessions started last year at The University of Kansas Health System Pawnee Valley Campus, 923 Carroll Ave. The first round of classes is wrapping up.

In addition to hospital and Pawnee Valley Medical Associates employees, class participants also include members of the medical staff and Pawnee Valley Community Hospital Auxiliary.

The instructor is Julie Bugner-Smith, director of the Pawnee Valley Community Hospital Foundation. Bugner-Smith earned her credentials through specialized training.

“We want to be the best of the best when it comes to customer service at our hospital,” Bugner-Smith said. “Even though we strive to attain this goal every day, it benefits all of us to zero in on customer service through this class.

“Our current employees benefit from a refresher course and newcomers learn that we highly value treating your family like we would treat our families,” she added. “We won’t settle for anything less than excellence. Local and area residents are the reason we are here and we take their care seriously.”

Bugner-Smith also noted she is hearing positive feedback from class participants. “Everyone appreciates the topics we cover and will use the information to support patients and families.”

Highlights of the all-day class include: the needs of heart and mind; diversity and inclusion; and consistency and reliability.

“It is important to make great customer service a habit,” Bugner-Smith commented. “Everyone in the class pledges their commitment to do their part each day.”

Class size was limited to about eight people because of COVID-19 protocols. “We practice physical distancing and everyone wears a mask,” Bugner-Smith noted.

The Customer Service Team will participate in quarterly refresher exercises. In addition to Bugner-Smith, team members are Angela Meitner, Nishka McKenzie, Leslie Presley and Megan Donecker.

Melanie Urban, Pawnee Valley Campus administrator, said customer service is “always a top priority here. All of us strive to be professional and compassionate. These classes help us keep this philosophy at the front of our minds as we interact with patients and families. 

“We understand they are going through a difficult time and want to help in any way we can,” Urban continued. “The community can be assured that we will provide the best in medical care and tend to their emotional needs too.”