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Customer service and the security professional.

R F Jones1

  • 1Hahnemann University, Philadelphia, PA.

Journal of Healthcare Protection Management : Publication of the International Association for Hospital Security
|January 4, 1991
PubMed
Summary
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Customer service and public relations are vital for effective security programs. Implementing these strategies enhances overall security operations and public perception.

Area of Science:

  • Security Management
  • Public Relations
  • Healthcare Administration

Background:

  • Effective security programs are crucial in healthcare settings.
  • Traditional security often overlooks public interaction.
  • The need for integrated security and public engagement strategies is growing.

Purpose of the Study:

  • To highlight the importance of customer service and public relations in security.
  • To provide practical guidelines for security officers.
  • To share insights from a hospital security program.

Main Methods:

  • Qualitative analysis of a hospital security program.
  • Development of guidelines based on practical experience.
  • Focus on integrating public relations and customer service principles into security protocols.

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Main Results:

  • Customer service and public relations are identified as key components of a successful security program.
  • Guidelines for security officers are presented, emphasizing interpersonal skills and public interaction.
  • The Philadelphia hospital's program serves as a model for best practices.

Conclusions:

  • Security programs benefit significantly from incorporating customer service and public relations.
  • Proactive engagement and positive public interaction enhance security effectiveness.
  • The proposed guidelines offer a framework for improving security operations in similar institutions.