At Constellation Health Services we’re committed to valuing, understanding, and earning the trust of every patient and family we serve. These values don’t just look good on paper, they drive the way we treat one another and every individual we serve – like they’re part of our family.
Recently we spoke with the daughter of one of our patients. Natasha Zagoren’s mother had been in facilities prior to their interaction with Constellation, so Natasha was used to working with medical staff when we met her. Her experience and feelings about her and her mother’s interactions with us reaffirm our belief that our values are critical to delivering the high quality of care Constellation is known for.
Natasha’s mother was receiving in-home recovery care from Constellation. As with every patient relationship, we first established lines of communication that enabled personal connections to form and trust to be established. According to Natasha, “Instantaneously phone numbers were exchanged, received. Through that, we were calling back and forth. It’s the easiest way to reach someone. I was being given updated reports on how my mom was doing and all that stuff via phone.”
With a relationship of trust in place, Natasha and her mother felt a new level of support and understanding. “There was one particular nurse that was absolutely amazing. She did everything above and beyond. She would call me regularly to tell me exactly how my mom’s progress was, what she was doing, what kind of things she needed to do. Always giving me really good suggestions. My mom really liked her. She was extremely knowledgeable.”
Great customer service should be the standard in the industry. Too often, however, as in some of Natasha’s experiences with care providers in the past, patients don’t feel valued or heard, and those personal relationships are missing. When care is provided with a foundation of compassion and understanding, the quality of care, as well as customer satisfaction naturally increases. Natasha’s final comments were, “When I think about Constellation I really have nothing but good things to say. And if I knew someone who was going to be back in New York with an elderly parent or loved one, I would recommend them in a heartbeat.”
Our nurses, staff and network believe in the importance of the work we are doing. It isn’t just about attending to medical needs, it’s about making people feel better. Find out what it means to be part of the Constellation family and read more stories like this at our blog.