Phoebe to add WOW to patient's experience - WALB.com, Albany News, Weather, Sports

Phoebe to add WOW to patient's experience

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By Jennifer Emert - bio | email

ALBANY, GA (WALB) -  Phoebe Putney Hospital is launching a program to improve customer service to patients.

It's called Welcome Over-Communicate Warm and Fuzzy or WOW. In the next month, they'll roll out a phone line for medical staff to get patients the things they need such as an extra pillow or blanket or even a cart stocked with food for family and friends who are visiting.

"When you ask patients what is important to them, they will tell you it's not about things that are about them, but its how we're taking care of their family. It's been real interesting to see that," said lacy Lee, Phoebe Experience Director.

The program will also include follow up phone calls after a patient leaves the hospital to ensure the care was efficient. They'll also have supplies on hand to help a patient celebrate special occasions if they come up while they're hospitalized.


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