Patient and Vistor Guide
Welcome to Clinton Memorial Hospital, a leader in regional health care
services since we opened in 1951. We are pleased that you and your
physician selected us to provide your medical care. Whatever you are here
for, the members of the hospital staff want to make your stay pleasant and
comfortable as possible.
This guide is designed to help you become more familiar
with us. Take just a few minutes to review it and learn about the
many comforts and conveniences which are available to you and your
family. If
you have questions or concerns during your stay, please don’t hesitate
to ask your physician or your nurse. Or, you can call CMH Patient
Relations line at (937) 382-9207. On behalf of the CMH Regional
Health System Board of Trustees, the management staff, the medical
staff and all of the health system personnel, we extend our best wishes.
Thank you for choosing us.
Customer Service
At Clinton Memorial Hospital we value excellent customer service and the warm small town feel of our facilities. We take deliberate steps to help our staff and volunteers to focus on making each visitor and patient contact a pleasant one. In 2005, CMH began using the MAGIC model for providing excellent customer service. MAGIC helps our staff to learn how to present themselves on the phone, in e-mail, on voice-mails and in-person in a way that makes it clear to our visitors and patients that we are here to deliver not only excellent medical care but also excellent customer service. MAGIC is the acronym for the five steps that form the foundation for this program.
The Five MAGIC Steps
- Make a Connection—Use upbeat greeting, Express empathy and use customer’s name.
- Act Positively—Tell them you will help, Ask permission to gain more information.
- Get to the Heart of the Matter—Really listen and ask questions, Avoid “tragic” phrases.
- Interpret the Facts—Give security and MAGIC phrases. Be proactive and set deadlines.
- Close with Agreement—Confirm next steps, Use customer's name and a MAGIC phrase
