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

Developing a customer-service and cost-effectiveness team.

L Haynie1, B Garrett

  • 1Northeast Georgia Health System, Inc., Gainesville, USA.

Journal for Healthcare Quality : Official Publication of the National Association for Healthcare Quality
|February 8, 2000
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

Mechanistic insights into the bleaching of melanin by alkaline hydrogen peroxide.

Free radical biology & medicine·2017
Same author

Student nurses' perceptions of clinical decision-making in the final year of adult nursing studies.

Nurse education in practice·2008
Same author

Hepatitis B vaccination rate of homeless children in Baltimore.

Journal of pediatric gastroenterology and nutrition·2005
Same author

Small LDL and hsCRP as new risk factors for coronary artery disease.

Journal of the Medical Association of Georgia·2002
Same author

Frequency of sustained glaucomatous-type visual field loss and associated optic nerve cupping in Beaver Dam, Wisconsin.

Clinical & experimental ophthalmology·2002
Same author

Determinants of public and private insurance enrollment among Medicaid-eligible children.

Medical care·2001

A healthcare team improved customer service by addressing inefficiencies and promoting accountability. This initiative boosted patient satisfaction scores significantly, moving them to the top third.

Area of Science:

  • Healthcare Management
  • Organizational Behavior
  • Quality Improvement

Background:

  • Healthcare organizations face challenges with customer service, system inefficiencies, and resource utilization.
  • Northeast Georgia healthcare organization experienced unacceptable customer service scores.
  • Need for improved staff accountability and cost-effective resource management.

Purpose of the Study:

  • To describe the development of a team approach to enhance customer service.
  • To improve system inefficiencies and promote staff accountability.
  • To ensure cost-effective and efficient resource utilization.

Main Methods:

  • Formation of a multidisciplinary team composed of various staff members.
  • Team's role was to support all managers in addressing organizational challenges.

Related Experiment Videos

  • Focus on collaborative problem-solving and process improvement.

    • Main Results:

    • Significant improvement in customer satisfaction scores.
    • Scores moved from the lower half to the top third of the survey database.
    • Enhanced staff accountability and reduced system inefficiencies.

    Conclusions:

    • A team approach is effective in improving healthcare customer service.
    • Multidisciplinary teams can successfully address organizational inefficiencies.
    • This model promotes accountability and efficient resource management in healthcare settings.