Service Excellence

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Patient Relations Specialists

The Service Excellence Department of Wake Forest Baptist Medical Center (WFBMC)  is responsible for providing assistance to patients during their stay. Members of the Service Excellence team act as patient representatives and address patient concerns and complaints to resolve issues as quickly and efficiently as possible.

All patients are provided a Patient Bill of Rights and Responsibilities upon admittance and receive a patient-satisfaction survey after discharge. Feedback from the surveys allows Service Excellence to make appropriate changes in policies and procedures to improve patient satisfaction.


Interpreting Services

Wake Forest Baptist Medical Center recognizes that effective communication and understanding are the foundation of patient safety and quality care, and respects patients' right to receive information in a manner that they can understand. In compliance with Title VI of the 1964 Civil Rights Act, Executive Order 13166, Joint Commission standards, and other federal regulations foreign language interpreter services are available 24 hours a day, 7 days a week.

To request a Spanish interpreter, please call 336-713-2271 and follow the prompts to make the appropriate selection.

If you require the service of a foreign language interpreter for a language other than Spanish, you may access this service through CyraCom. CyraCom provides over-the-phone interpreting and is accessible throughout the Medical Center wherever there is a telephone connection. You may access this service by using a dual-handset phone ClearLink® telephone (click on the link below for a brief demonstration on use of this phone) or by dialing 713-2972.

Translation Services

Service Excellence provides internal Spanish translation services to Medical Center staff free of charge. To request a document translation (English-Spanish/Spanish-English) please log on to the intranet; click the "Tools" tab, and then click on the "Forms" link; locate the "Document Translation Form" and click the appropriate version of the document to open the document; fill out the form and email it to doctrans@wakehealth.edu along with an electronic, modifiable version of the document to be translated. To request a translation for a language other than Spanish, please visit www.cyracom.com/Translation/, enter your information and upload your document in the "Estimate Request" form, on the right hand side of the page.  A Cyracom representative will communicate with you once your document has been translated. 

Parking Passes

Long-term parking passes are available for patients and family members who spend extended periods of time at the Medical Center. The passes are purchased from the parking deck attendants, and the cost is $10. Once the pass is purchased, it will be valid for 7 days from the day of purchase.

Laundry Facility

A laundry facility for patient/family member usage is located on the ground floor of the Progressive Care Building. Two washing machines and two dryers are available at no charge. Washing detergent is available for sale in the vending machines located outside the laundry facility. The facility is open 24/7. Please contact Service Excellence 336-713-2273 to obtain a code for access to the laundry room and further information.

Shower Facility

Showers are available for patient visitors outside the Intensive Care waiting areas on the 4th and 5th floors in the North Tower.

Patient Belongings

Every effort is made to ensure that patients are discharged with all their belongings. If it is necessary to return patient belongings after discharge, they are delivered to the Service Excellence Department on the main level of Ardmore Tower. 

Quick Reference

Service Excellence

336-713-2273

patientrelations
@wakehealth.edu

Service Excellence is located on the Main Level of Ardmore Tower.
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Last Updated: 12-30-2013
USNWR 2013-2014Magnet Hospital RecognitionConsumer Choice2014 Best DoctorsJoint Commission Report

Disclaimer: The information on this website is for general informational purposes only and SHOULD NOT be relied upon as a substitute for sound professional medical advice, evaluation or care from your physician or other qualified health care provider.