Staff and Technology Enhance Customer Experience

Healthcare | Frisbee Memorial Hospital

Challenge: Combine Safety and Customer Service Satisfaction at a Medical Facility.

Securitas USA officers are the first point of contact at Frisbie Memorial Hospital in Rochester, NH. The 14-member team is typically the patient’s first encounter when entering the facility. The officers provide healthcare security services, are on-call to assist with disruptive patients and emergencies, administer the hospital's key program, maintain electronic locks, make and code employee badges, and transport employees to and from parking lots.

Solution:

  • SecuritasConnect enables officers to document tours and can quickly access post orders, report and track incidents, and contact staff as they check 135 critical locations through the facility.
  • Monthly meetings between the Securitas branch and account managers and the hospital’s CEO and management to address security issues and track Key Performance Indicators, including staffing, training and efficiency measures.

Result:

“It's essential that we consistently meet high standards and constantly look for ways to improve performance," says Frisbie Memorial CEO John Marzinzik.  “Securitas USA does its part by providing excellent customer service to our staff as well as to patients."

Read the full case study on Frisbee Memorial Hospital

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