Service Excellence

Service Excellence (formerly called Service Quality) is an initiative of University of Missouri Health Care whose primary responsibility is to ensure patient, physician, and employee satisfaction by promoting and ensuring a culture of service excellence.

The mission and primary goal is to create and promote a culture of service excellence and customer satisfaction. Responsive caregiving and the guarantee of comfort while taking care of business are the values that guide the process. Meeting the needs and exceeding the expectations of all customer groups - patients/families, physicians, nurses, employees, visitors, volunteers, vendors and more - is the goal. On-going Service Excellence initiatives and training focus on hospitality, comfort, respect, contact/ communication, teamwork, and pride. UMHC aspires to be the medical center of choice, the employer of choice, and the education and research center of choice.

The service culture will make a difference for those who experience it. A prevailing consensus in nearly every niche of the organization is the need for improvement in service. Customers who access our services deserve to be treated just like we and our families want to be treated. Feeling welcome, being informed, knowing who is in charge and what will happen next, are important needs. Knowing that every effort will be made to address pain and anxiety, that respect will be accorded, and services will be well coordinated, all contribute to comfort.

Finding responsive caregivers and employees who care about those for whom they provide care is the key. Leadership development and training address these and other issues. The ultimate goal is to create a world-class culture of service excellence and customer satisfaction across the UMHC enterprise.