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About the Hospital

Doctors Hospital Is Committed To Service Excellence

There are 164 physicians on the medical staff with the hospital, 80 of whom are active staff. Our nursing staff draws upon years of clinical experience and is also associated with several area nursing programs.

Patient satisfaction is a top priority at Doctors Hospital. To show our commitment to patient satisfaction, Doctors Hospital has implemented a Service Excellence training program, developed by Health Management Consultants, Inc. The program supports the philosophy that there are many different ways of dealing with service excellence rather than only "one right way". The program emphasizes the concept that what works for one situation or employee may not work for another. Therefore, training encourages thinking and analyzing situations encountered so that the appropriate behavior or technique is applied. Every employee of the hospital, starting with the CEO and including all senior staff, are required to participate in a workshop.

Participants in the workshops are viewed as resources in helping each other learn from their successes as well as from the difficulties encountered in their role. Those who are struggling with a particular problem are encouraged to learn from those who have already dealt with and resolved a similar problem. We know from experience that identifying and responding quickly to a problem promotes good customer service. Patients who are satisfied with the service will be loyal and may refer others to the facility.

Several times during the workshop the employees are divided into groups and asked to participate in exercises. A favorite exercise is at the beginning of the workshop when the groups are asked to draw a collaborative picture of what good customer service is to them. There have been many good pictures drawn, but one in particular is drawn in the form of a balloon bouquet. All the balloons represented a different service in the hospital - from admissions to testing to physical therapy to nursing care to discharge. All the balloon strings were tied together with a bow, which signified teamwork.

In essence, this example demonstrates the mission at Doctors Hospital—To provide the best healthcare services that: Patients recommend to families and friends, physicians prefer for their patients, purchasers select for their clients, employees are proud of, and investors seek for long-term results. This vision will be realized through our commitment to the following principles: service excellence, continuous improvement in measurable ways, employee development, ethical and fair treatment for all, teamwork, compassion, and innovation in service delivery. 

Mission and Principles

Mission
Central to the hospital's mission is its commitment to excellence in serving patients—from providing an aesthetically pleasing environment, to ensuring quality in medical care. Every employee receives service excellence training and personally pledges to put our patients' needs first.

You'll notice when you enter our front door, that we take pride in providing a safe and secure environment for our patients. Every patient is entitled to privacy during their stay at the hospital and continued confidentiality about all medical information.
 
Principles
We are committed to providing healthcare services that patients recommend to families and friends, physicians prefer for their patients, purchasers select for their clients, employees are proud of, and investors seek for long-term results. We will realize this vision through our commitment to the following principles:
  1. Service Excellence – We will provide timely, professional, effective and efficient service to all of our customer groups.
  2. Continuous Improvement in Measurable Ways – We will identify the key needs of our patients, assess how well we meet those needs, continuously improve our services, and measure our progress.
  3. Employee Development – We understand that the professionalism and drive of our people are the most important factors in the quality of the service Doctors Hospital provides. We will hire talented people, increase their skills through training and experience, and provide opportunities for personal and professional growth within the company.
  4. Ethical and Fair Treatment of All – We are committed to forming relationships of fairness and trust with our patients, purchasers of our services, and our employees. We will conduct our business according to the highest ethical standards.
  5. Teamwork – We will work together to provide ever-improving customer service. This team approach to our work will supersede traditional departmental organization and create a true customer focus. People at all levels of the organization will participate in decision-making and process improvement.
  6. Compassion – We will never lose sight of the fact that we provide care and comfort to people in need. The patients and families that rely upon us are fellow human beings and they will receive respectful and dignified treatment from all of our people at all times.
  7. Innovation in Service Delivery – We will invest in the development of new and better ways of delivering our services.
  8. Education and Research – We will work in partnership with our community in pursuit of knowledge and the understanding of the scientific basis for disease, disease prevention and health promotion in the communities we serve.

Facts and Figures

  • 180 licensed beds
  • Level III Trauma Center
  • Over 18,000 emergency department visits each year
  • Over 525 employees, including nearly 140 RNs
  • Active medical staff of 164, including 80 active staff members
  • Centers of emphasis include: Cancer, Cardiology, Emergency Medicine, Surgery, Women’s Health, Dialysis

Hospital Leadership

Elmo Lopez, Jr.
Chief Executive Officer/Managing Director

Eladio Montalvo
Chief Operating Officer

Kevin Fowler
Chief Financial Officer

Daniel Cabrera, RN
Chief Nursing Officer

Alan Gonzalez
Assistant Administrator

Julia Cruz
Director of Performance Improvement and Risk Mgmt

Board of Trustees

Enrique F. Benavides, III, MD
Chief of Staff/OB-GYN

David L. Cardwell
Consultant/Community Advocate

Milton Haber, MD
Medicine

Daniel B. Hastings, Jr.
Certified Customs Specialist

J. Santiago Gutierrez, MD
OB/GYN

Elmo Lopez, Jr.
Chief Executive Officer/Managing Director

Douglas Matney
Group Vice President

Juan F. Montalvo, MD
Past Chief of Staff/OB/GYN

Ralph Nimchan, MD
Cardiology

Alfonso H. Ornelas, Jr.
Municipal Court Judge

Joaquin F. Oronoz, Jr., MD
Vice Chief of Staff/Orthopedic Surgery

Mateo Reyes, MD
Family Medicine


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