Barb Henry: "We're all here to provide care for those in need."

Wednesday, May 7, 2014 - 4:15pm

Every day at Capital Health hundreds of staff from different divisions of health care interact and work together to provide safe, quality care to patients and clients.

For Barb Henry, senior buyer in the procurement department at Capital Health, most of those interactions happen over the phone.

Henry says it’s important to practice customer service in her role. She helps staff provide care by locating and purchasing necessary medical supplies. After taking the START with Heart® upfront customer service training, Henry made an effort to identify and strengthen the skills needed to demonstrate exceptional service.

“To provide great service as a product technician you have to listen carefully, have patience, be understanding, communicate clearly and be willing to take that extra step to help staff find the product they are looking for. I have to remember what’s easy for me is not necessarily obvious or easy to the person on the other end of the phone.”

Henry says providing exceptional service means making the health care experience the best it can be for patients, clients and their families, regardless of your role.

“I may not have direct contact with the patients but I work with people every day who do. We are all connected. At the end of the day, we are all here for the same thing and that is to provide care for those in need.”