RMC SIGNATURE IS……… our mission and our vision
When Riverside Medical Clinic put together our Best Practice Advance Team or BPAT in the spring of 2008 we were embarking on an exciting adventure. When Drs. McCarty and Corr founded Riverside Medical Clinic in the Rotunda of the Mission Inn in March 1935 there was an emphasis on providing what was not provided by other physician groups in our community. Not only did we want to develop a multi-specialty medical group but we wanted our community to come to RMC as its “medical home.” As RMC grew from one clinic in 1935 to four, and soon to be five clinics, we have always appreciated that health care was private and personal. Patients choose their healthcare provider for the quality of care which they will receive, but also for how they and their loved ones will be treated.
It is important that our patients are treated with respect, courtesy and dignity. But, as important, is how we treat each other and all of our other customers such as our health plans and associated hospitals. So, in the fall of 2009 we launched RMC Signature, our customer service initiative. Thus began our journey to truly engage our employees and physicians and give them the tools to make RMC the best place to work, the best place to practice medicine and the best place to receive care.
RMC Signature developed with those principals in mind. A.I.D.E.T stands for: A – Acknowledge, we will acknowledge our customers, I - Introduce, we will introduce ourselves, D – Duration, we will explain how long a procedure or a process will take, E – Explanation, we will explain what a procedure is or what to expect during a test or exam, T – Thank you, we will always say thank you for choosing Riverside Medical Clinic for your health care.
The Five Must Haves guide us to greet people with a smile and “hello”, to take people to where they are going rather than pointing, we will use key words at key times and ask if there is anything else we can do. We will actively listen so we truly know our patient’s needs and we will always end a conversation with thank-you.
So, you ask, how are we doing? It is important to everyone here to make sure we are on the right track and being true to our commitment. Our Secret Shopper program invites our patients to take a short survey after they have seen their doctor. The feedback helps us to address where we need to put extra attention or to give praise to those employees or departments providing excellent customer service.
Riverside Medical Clinic truly cares how you are treated when you walk through our doors. We want you to have the best care for your body but we also want you to know that you are appreciated as an individual and a customer.