Jove
Visualize
Contact Us
JoVE
x logofacebook logolinkedin logoyoutube logo
ABOUT JoVE
OverviewLeadershipBlogJoVE Help Center
AUTHORS
Publishing ProcessEditorial BoardScope & PoliciesPeer ReviewFAQSubmit
LIBRARIANS
TestimonialsSubscriptionsAccessResourcesLibrary Advisory BoardFAQ
RESEARCH
JoVE JournalMethods CollectionsJoVE Encyclopedia of ExperimentsArchive
EDUCATION
JoVE CoreJoVE BusinessJoVE Science EducationJoVE Lab ManualFaculty Resource CenterFaculty Site
Terms & Conditions of Use
Privacy Policy
Policies

Related Experiment Videos

Creating a successful relationship with customers.

L Cotton1, E Sparrow

  • 1University of Michigan Medical Center, Ann Arbor, USA.

Radiology Management
|April 7, 1998
PubMed
Summary
This summary is machine-generated.

Related Concept Videos

You might also read

Related Articles

Articles linked to this work by shared authors, journal, and citation graph.

Sort by
Same author

Granulysin: The attractive side of a natural born killer.

Immunology letters·2019
Same author

Priority water research questions as determined by UK practitioners and policy makers.

The Science of the total environment·2010
Same author

An investigation of tissue-temperature elevation caused by recharging of transcutaneous neuromodulation devices.

Annual International Conference of the IEEE Engineering in Medicine and Biology Society. IEEE Engineering in Medicine and Biology Society. Annual International Conference·2009
Same author

School nursing: costs and potential benefits.

Journal of advanced nursing·2000
Same author

Socialization forces and the stability of work values from late adolescence to early adulthood.

Psychological reports·1997
Same author

Nicotine effects on adults with attention-deficit/hyperactivity disorder.

Psychopharmacology·1996

To improve patient care, the University of Michigan Health System (UMHS) prioritized customer service. They implemented an employee recognition program and continuous training to enhance patient and family experiences.

Area of Science:

  • Healthcare Management
  • Patient Experience Improvement
  • Organizational Psychology

Background:

  • A 1997 inpatient survey revealed the University of Michigan Health System (UMHS) lacked customer focus.
  • This finding prompted UMHS to prioritize patient and family customer service.

Purpose of the Study:

  • To implement strategies for enhancing customer service within UMHS.
  • To improve overall patient and family satisfaction through employee engagement.

Main Methods:

  • A pilot recognition and reward program for outstanding employee customer service was initiated in the radiology department's pediatric division.
  • The program was expanded throughout the radiology department.
  • Continuous employee development training focused on customer service skills and communication was implemented.

Related Experiment Videos

Main Results:

  • The employee recognition program demonstrated success, leading to its expansion.
  • Investment in employee development aimed to equip staff with enhanced communication and service skills.
  • The initiative fostered a culture where employees felt valued, with the expectation that this would translate to superior customer care.

Conclusions:

  • Prioritizing employees is crucial for improving the customer (patient) experience in healthcare settings.
  • Continuous training and recognition programs can significantly enhance service quality and patient satisfaction.
  • UMHS's focus on employee development and recognition is a strategic approach to exceeding patient needs and improving healthcare delivery.