Resources

Specialties, Centers of Excellence, and Services Offered


UT Health Northeast is a university medical center with a mission of providing the citizens of Texas with leadership and excellence in the diagnosis, treatment, and prevention of disease, and in primary patient care, biomedical research, and health education with an emphasis on cardiopulmonary disease. The following is an overview of specialties and services provided:

Specialties:

  • Adolescent Health
  • Infectious Disease
  • Podiatry
  • Allergy & Immunology
  • Internal Medicine
  • Pulmonary Disease
  • Aviation Medicine
  • Neurology Rheumatology
  • Cardiovascular Disease
  • Occupational Allergy
  • Sleep Medicine
  • Cardiovascular Surgery
  • Occupational Medicine
  • Sports Medicine
  • Ear, Nose & Throat
  • Oncology
  • Surgery
  • Family Practice
  • Ophthalmology
  • Travel Medicine
  • Gastroenterology
  • Pediatrics
  • Urology
  • Gynecology
  • Pediatrics – Allergy
  • Vascular Disease
  • Hematology
  • Pediatric
  • Pulmonary

Centers of Excellence:

Services (including support Specialties):

  • Anesthesiology
  • Cardiac Rehabilitation
  • Exercise Physiology
  • Nutritional Assessment
  • Pastoral Care and Counseling
  • Pulmonary Services
  • Radiology
  • Rehabilitation Services
  • Respiratory Therapy and Pulmonary Function


Customer Service

Goal:
The Health Science Center is committed to providing the best of care and comfort for all of our patients and guests. The finest in personal service and community education; courtesy and respect among patients, guests and coworkers; and a satisfying experience are our highest priorities.

Expectations:
The following Customer Service Expectations have been communicated to all current employees and are included in the New Employee Orientation held each month:

  1. Recognize that the customers of UT Health Northeast are our patients, physicians, Health Science Center employees, visitors and our community, and treat each customer with respect.
  2. Honor the dignity, worth and right of confidentiality of each person with whom you work and serve.
  3. Work collaboratively with your fellow team members, your supervisor and other departments to ensure the highest quality of patient care, research, education and community service possible.
  4. Provide assistance and/or direction to our customers whenever it is needed.
  5. Be selfless in your desire to put the needs of the customer first and to work together to create a system of service delivery for the customer’s convenience, rather than your own.
  6. Be advocates and a positive role model of UT Health Northeast.
  7. Contribute your ideas and suggestions to improve the quality of services available in your department and UT Health Northeast.
  8. Have the courage to have an open mind instead of saying “we’ve always done it this way” and discontinue the use of the word “they” as an excuse for not getting things done.

Wait Times:
A sign is posted in all appropriate locations that contains the following verbiage:

Please report to the receptionist if you have waited
20 minutes past your appointment time.

Wait times are measure as part of our Press-Ganey patient satisfaction process. In addition, every effort is made to monitor waiting time and to proactively report to the patient the reason for the delay and the approximate time when the patient will be seen.

Complaint Handling:
Patient Satisfaction Survey Process

Press-Ganey, Inc. has partnered with UT Health Northeast to provide patient satisfaction data to UT Health Northeast. Patients are surveyed 40 weeks of the year and do not receive a survey more than once in a six-month period. Areas surveyed include each inpatient unit, all outpatient clinics, and the Emergency Care Center on issues including overall care, physician and nursing care, and staff courtesy. Outpatient-specific areas surveyed include front office, accessibility, testing, billing and the facility itself. Inpatient-specific areas surveyed include comfort and cleanliness, admitting, and food service. Response rates are monitored, and reports are distributed quarterly to all supervisory/management personnel. Additionally, a presentation is made each quarter to the Quality Council to review issues identified in the survey and the responsible administrator’s plans to address the concerns. A comprehensive annual report provides four quarters of data with trending, and all data provided by Press-Ganey is benchmarked against national data.

The Office of Public Affairs or the Patient Advocate responds to surveys completed by patients who request a call back.

Patient Advocate Process:
The Patient Advocate takes patient complaints in writing, in person, by fax, or telephone. Signage is posted throughout UT Health Northeast that provides the name and telephone number of Patient Advocate for concerns or complaints.

The Advocate makes contact daily with all new admissions to the hospital to introduce herself and to leave contact information. Outpatients are provided information related to the patient advocacy process in the Outpatient Handbook and from signage/information available in all clinics.

Once a complaint is taken, the Patient Advocate assesses/researches the issues related to the complaint. The Patient Advocate is authorized to resolve issues that present an opportunity for an immediate resolution. In the event that is not the case, the Advocate works with the appropriate manager or administrator to resolve the issue. A response is given to the patient in writing or verbally depending on the patient’s preference. Data is tracked monthly and reported quarterly to the Quality Council. The goal of this program is to provide a response back to the patient, when possible, within 72 hours.

Contact Information:
Rhonda L. Scoby
Director – Public Affairs & Marketing
11937 U.S. Hwy. 271
Tyler, Texas
903/877-7075
Responsibility: Patient Satisfaction Survey

NOTICE: Protected health information is subject to electronic disclosure.