About MMCH

Service Excellence

Although there are many things outside of our control in healthcare, we do have total control over the way we treat our patients and guests. At Margaret Mary Community Hospital, customer service excellence is a top priority for all team members. Over recent years, several initiatives have been implemented to support the hospital’s goal of improving customer service.
 
Our customer service theme:
“We pledge to help people by providing the finest in care, comfort and compassion,”
 
We have adopted four customer service standards, designed to support the hospital’s mission and values, and demonstrated through our attitudes, behaviors, communications and appearance.

• Safety – Safety means providing an environment for guests, customers and team members that is as free from hazards, harm and unhealthy conditions as is humanly possible to control.
• Courtesy – Courtesy involves respecting the emotions, dignity, and diversity of each person. 
• Show – Image is remembering “Everything Speaks” and involves creating a positive lasting impression.
• Efficiency - Efficiency involves providing for the smooth operation through the combination of facilities, systems and team members.

Customer Service Liaison

MMCH wants every patient to have a positive experience.  The Customer Service Liaison works with your healthcare team to enhance your hospital stay and resolve any problems that may arise.  Each day, our Customer Service Liaison makes regular visits to inpatient rooms to determine our patients’ satisfaction with hospital care and services, including nursing, tests, meals and room cleanliness.  You may contact the Customer Service Liaison during regular business hours by calling 933-5269.  On weekends and holidays, please contact the nursing supervisor with concerns. 
Patient Surveys

In an effort to improve our quality of care, MMCH has teamed with Press Ganey and Associates, the healthcare leader in patient satisfaction measurement.  We randomly mail satisfaction surveys to inpatients and outpatients each week.  If you receive a survey in the mail, please take a few moments to complete it and return it in the postage-paid envelope.  Your comments are important and help us to make improvements.

Concerns and Complaints

If a concern is important to you, it is important to us.  MMCH values input from guests and uses feedback to improve services and performance.  Any information shared by patients and visitors, whether positive or negative, is acted upon in a professional and appropriate manner.  The presentation of a concern or complaint will not jeopardize the quality or availability of care you receive.If have a concern, problem or complaint related to any aspect of care during your hospital stay, please ask to speak to your doctor, nurse or any MMCH team member.  If the problem can’t be resolved in this manner, you may contact the Customer Service Liaison at 933-5269.  Someone will personally respond to your call as quickly as possible.  After your concern has been filed, you can expect immediate action and an explanation of the resolution. 
Grievance Process

If you are not satisfied with the resolution of your complaint, you have the right to file a grievance.  You may register your grievance in writing, by phone or in person to the Customer Service Liaison as follows:

Attn:  Customer Service Liaison, Margaret Mary Community Hospital, 321 Mitchell Avenue,  Batesville, IN  47006 or call (812) 933-5269.

All grievances are investigated and reviewed by the grievance committee.  You will be provided with a written response that outlines the steps taken to investigate your grievance, the results of the grievance process and the date the process was completed.

Patients or family members who believe their concerns about safety or care have not been addressed by the hospital may contact:

Indiana State Department of Health (ISDH) at (800) 246-8909

Joint Commission on Accreditation of Healthcare Organizations (JCAHO) at (800) 994-6610 or complaint@jcaho.org.