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Summary
University of Michigan Hospitals enhanced employee awareness of guest relations through a comprehensive program. This initiative utilized both commercial materials and internal design for improved patient experiences.
Area of Science:
- Healthcare Management
- Patient Experience
- Hospital Operations
Background:
- Positive guest relations are crucial for patient satisfaction and hospital reputation.
- Effective employee training is essential for maintaining high standards of service in healthcare settings.
Purpose of the Study:
- To assess the impact of an intensive training program on employee awareness of guest relations.
- To evaluate the effectiveness of a combined commercial and in-house approach to service training.
Main Methods:
- Implementation of an intensive, ongoing training program at a 964-bed hospital.
- Utilization of a blended learning strategy incorporating commercially produced materials and in-house designed content.
- Focus on increasing employee awareness regarding the importance of positive guest interactions.
Main Results:
- The program aimed to foster greater employee understanding of guest relations principles.
- Initial efforts focused on raising awareness, with outcomes likely measured by subsequent behavioral changes or patient feedback.
Conclusions:
- A multifaceted approach combining external resources and internal development can be effective in enhancing employee awareness of guest relations.
- Continuous training efforts are vital for sustaining a culture of excellent patient service in large hospital systems.