Fresno Surgical Hospital (FSH) offers a Service Guarantee to every patient. The guarantee empowers every FSH employee to respond to customer concerns or special needs immediately and creatively. While some companies reprimand employees for acting outside the policy manual, FSH encourages it. Over the years, FSH employees have encountered numerous unusual situations that were met with equally unusual customer-service solutions.

For example, the Guarantee Service Program enables employees to offer restaurant or movie certificates. The goal is always the same: to exceed the patient's expectation.

Here are a few of the personal service touches we offer our guests at Fresno Surgical Hospital:

• A high nurse-to-patient ratio for surgical care of any hospital in Fresno. This ensures that our guests receive more service. Our nurses respond immediately when the patient rings.
• Nurses knock before entering a room to accommodate a patient's need for dignity and privacy.
• A registered nurse calls every patient at home before and after surgery to offer personal assistance.
• A peaceful pre-operative environment is designed to alleviate anxiety. It includes: dimmed lighting, stereo headsets, reading material and a caring nursing staff focused entirely on preparing the patient for an optimal experience.
• FSH's Amenities Program was designed to provide comfort to patient's family members and loved ones while they wait. A variety of amenities are available for check out including: local pagers (FSH staff will page when the patient is out of surgery), headphones, and stationery, and blankets to name a few. Additionally, refreshments are prepared by FSH's chef and are available throughout the day.
• Heated blankets provide greater comfort for patients in the recovery room.
• Luxurious private suites with residential furniture and hotel-like elegance help to create a relaxing and healing environment. The interior design includes decorator window coverings, wall-to-wall carpeting, original artwork, and beautiful wood molding.
• Room-service meals prepared by a chef are delivered on a beautiful service tray with fresh-cut flowers.
• Patient guests are encouraged to spend the night.
• Inpatient rooms feature amenities normally found in the finest hotels: terry-cloth robe, hair dryer and a self-serve mini refrigerator.