Between illnesses, family tension and medical bills, hospitals are already harbors for stress, and nothing escalates a stressful situation into a dangerous one faster and more unnecessarily than poor customer service, says Jim Sawyer, Director of Security Services for Seattle Children’s Hospital.
Sawyer strives for a “zero incidents” rather than “zero tolerance” approach to security. For security personnel at the hospital, tolerance is absolutely imperative to mitigating the risk of incidents, Sawyer says, and getting that atmosphere hinges on selecting the right security officers and personnel.