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I CARE: an organization-wide customer service education program
1Education Services, The Brant Community Healthcare System, 200 Terrace Hill Street, Brantford, Ontario, Canada N3R 1G9. kmcinnes@bchsys.org
Summary
A survey revealed patient dissatisfaction with customer service at The Brant Community Healthcare System (BCHS). This led to a comprehensive initiative to improve service quality for all patients and staff.
Area of Science:
- Healthcare Management
- Patient Experience
- Organizational Development
Background:
- Patient feedback indicated a need for enhanced customer service within The Brant Community Healthcare System (BCHS).
- Previous service quality levels did not meet patient expectations, necessitating a strategic improvement plan.
Purpose of the Study:
- To outline the process and strategies implemented to improve customer service quality at BCHS.
- To detail the cultural shifts and educational components of the customer service enhancement program.
Main Methods:
- Initiated planning for service quality enhancement based on patient survey results.
- Developed and delivered a customer service education program for all organizational stakeholders.
- Focused on cultural change to support improved service delivery.
Main Results:
- The organization underwent a significant cultural transformation to prioritize customer service.
- A structured customer service education program was successfully implemented across leadership, staff, physicians, and volunteers.
- The initiative addressed both internal and external customer service needs.
Conclusions:
- Implementing a comprehensive customer service program requires significant cultural change and stakeholder engagement.
- Targeted education is crucial for embedding a patient-centered service culture in healthcare settings.
- Continuous improvement in healthcare customer service is essential for patient satisfaction and organizational success.