A G.R.E.A.T. (guest relations emphasis all the time) idea. Guest relations program emphasizes a patient-based mission

Area of Science:

• Healthcare Management
• Patient Experience
• Organizational Development

Background:

• Healthcare organizations face significant clinical, technological, and financial pressures.
• Maintaining a patient-centered approach is crucial despite these challenges.
• Guest relations programs are vital for reinforcing patient focus among staff.

Purpose of the Study:

• To integrate a mission-driven philosophy with competitive strategies at St. Joseph Medical Center.
• To develop and implement a comprehensive guest relations program.
• To enhance patient care through improved staff relations and communication.

Main Methods:

• A 10-member task force was established to oversee the guest relations project.
• Sub-teams focused on implementation, policy, medical staff involvement, and evaluation.
• 1,400 associates were trained across 65 sessions over three months by 10 designated trainers.
• An external consultant provided training for both the trainers and the management team.
• A policy development group created administration-approved procedures for communication, excellence standards, human relations, and attitudes.

Main Results:

• Successful development and implementation of a structured guest relations program.
• Extensive training of a large number of hospital associates across all shifts.
• Establishment of foundational policies and procedures to guide guest relations efforts.
• Management and staff engagement in the program's importance and execution.

Conclusions:

• Guest relations is an integral component of combining healthcare mission with competitive strategies.
• A structured, multi-faceted approach involving task forces, training, and policy development is effective.
• Administration-approved policies are essential for the long-term success of guest relations initiatives.