PDC Credo
PDC Goals
Customer Service

PDC  Credo

Our  first  responsibility is to the health and comfort of our patients. We will  provide our patients with the  highest quality health care, ensuring that their  medical condition is  explained and the best possible treatment plan outlined.  Our services will be rendered within a  courteous, compassionate and clean  environment. Patients will be greeted with respect and  we will strive to meet  all of their medical needs, whether expressed or unexpressed, in a professional  and cost-effective manner. We will treat all patients as individuals, while  recognizing the support needs of their families and friends.

We  are responsible to our members---the physicians of the PDC.  We will provide a  supportive, efficient, and well-functioning working environment that allows our  members to focus on the practice and advancement of medicine.

We are responsible to our employees---the  people who work with us every day. We will treat each employee with respect and dignity and recognize his or her accomplishments. We will welcome the strengths  of a diverse  workforce.  Employees must feel free to make suggestions and  register complaints.  We will provide ample opportunity and  support for  education and advancement to those who are qualified.

We are responsible to the communities in  which we practice and live.  We will be good citizens--- serving as a knowledgeable and accessible resource to licensed independent practitioners,  health care providers, and others in these communities. We will encourage  communication at all levels to ensure that health care is provided at the most  appropriate level, in the most appropriate location, and in a coordinated  fashion.

Finally, we are  responsible to improving the delivery of health care. We will train our students and young licensed independent practitioners to provide the best quality, most  cost effective health care and encourage them to seek ways to improve the  service, quality, and affordability of health care. We will strive to be  innovative in our quest for new treatments and technologies that will advance  the field of medicine. We will continually seek ways to reduce our costs and  effectively manage our resources to ensure our long term financial security.

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Goals

• Strive for excellence in the delivery of  appropriate, cost effective and responsive healthcare services, recognizing  individual needs and respecting the dignity of all of our internal and external  customers.
• Promote an environment that fosters the  development of state-of-the-art systems and technology and provides  opportunities for on-going training and development for all PDC personnel.
• Promote efficient and timely decision making  that fosters collaboration between the PDC, the Medical Center, and the  community.
• Create an organizational environment that  recognizes and encourages creative management solutions while responding to  opportunities and challenges in the healthcare environment.

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Customer  Service  Philosophy and
Pledge for all PDC Employees

Customer  Service  Philosophy:

• At the Duke Private Diagnostic clinic, the  needs of our customers are and will remain our highest priority. In the service  of our customers we value compassion, consideration, courtesy, creativity,  dedication, determination, flexibility, hard work, honesty, integrity,  innovation, professionalism and teamwork.  We define customers as every patient,  physician, visitor, vendor, and co-worker.

Customer Service Pledge:

I pledge to greet patients, visitors and colleaguesimmediately by making eye  contact, smiling and making them  feel welcome.

I pledge to demonstrate professional telephone behavior when I answer the phone, take messages, place calls on hold and transfer calls.

I pledge to anticipate and be responsive  to the needs and expectations of patients, visitors and colleagues both in my own department and anywhere in the Medical Center.

I pledge to communicate accurate and complete information to patients, visitors and colleagues in a clear,  professional manner; avoid using hospital or medical center jargon, and instead will use language that others can understand; and make certain others have understood me.

I pledge to be an active listener and  will listen for and respond to problems or requests immediately, or find  someone else who can.

I pledge to treat patients, visitors and colleagues with dignity and respect; honor each person's right to privacy; maintain very strict patient and colleague confidentiality; respect all individuals' differences; and support cultural diversity in our organization.

I pledge to maintain a professional  working environment which is neat in appearance, and functions in an organized  manner; assure that all patient areas are quiet and comfortable; conduct any  personal conversations out of the presence of patients; dress in a professional  manner which is appropriate to my position in the PDC; perform my job to the best of my abilities; and endeavor to enhance my skills.

I pledge to demonstrate a welcoming, helpful and professional manner towards our patients, visitors and colleagues; show that these individuals are the most important part of my job; exhibit appreciation for the loyalty of our patients as well as respect for our colleagues, Duke University Medical Center and our community.

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Private Diagnostic Clinic, PLLC.

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