Cornwall Regional Improving Customer Service

The Cornwall Regional Hospital is improving its customer service to more effectively meet the needs of patients.

Senior Administrator at the hospital, Keriesa Bell Cummings, said that Patient Care Representatives (PCR) have been engaged to interact with clients and ensure their satisfaction and comfort.

“They are on the ground, in the Accident and Emergency department, and on the wards and what we do is communicate with the clients we serve, whatever their issues are,” she said at a recent JIS Think Tank.

“Our Patient Care Reps do visit the patients when they’re admitted, within two days, so if there is a problem, the patient will indicate that to the PCRs and we try as best as possible to deal with those issues quickly,” she added.

Mrs. Bell Cummings said that frequent assessments are also carried out to identify challenges. These assessments, she said, are part of the hospital’s drive to improve the services offered.

“We are looking at improving our bed capacity and we’re looking at some basic things that we can do to improve the services while we work on the medium and long term plans of improvement,” she informed.