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Related Experiment Videos

Laying the cornerstone: an employee-driven customer service program.

Stephen M Davis1, Ann S Chinnis, J Erin Dunmire

  • 1Department of Emergency Medicine, West Virginia University School of Medicine, Morgantown, USA.

Journal for Healthcare Quality : Official Publication of the National Association for Healthcare Quality
|June 6, 2006
PubMed
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Implementing employee-driven customer service programs is vital for healthcare organizations facing competition and reimbursement challenges. This initiative focuses on enhancing experiences for both patients and staff.

Area of Science:

  • Healthcare Management
  • Organizational Psychology
  • Patient Experience

Background:

  • Customer service is crucial for healthcare organizations' financial health amidst competition and declining reimbursements.
  • Effective customer service strategies are needed to attract and retain both patients and employees.
  • Enhancing the quality of experiences for internal (employees) and external (patients) customers is a key objective.

Purpose of the Study:

  • To describe a unique employee-driven customer service initiative called Serving Together Achieving Results.
  • To identify and discuss obstacles encountered when implementing customer service programs in complex academic healthcare settings.
  • To explore the application of Q technique as a novel method for prioritizing employee feedback.

Main Methods:

Related Experiment Videos

  • Description of the 'Serving Together Achieving Results' initiative.
  • Analysis of implementation challenges in a multifaceted academic healthcare environment.
  • Utilization of Q technique to systematically gather and prioritize employee perspectives on customer service.

Main Results:

  • The 'Serving Together Achieving Results' initiative offers a model for employee engagement in customer service improvement.
  • Specific obstacles in academic settings were identified, providing insights for future program development.
  • Q technique proved effective in prioritizing diverse employee feedback, guiding strategic customer service enhancements.

Conclusions:

  • Employee-driven initiatives are essential for successful customer service in healthcare.
  • Addressing implementation barriers in academic settings is critical for program effectiveness.
  • Innovative methods like Q technique can optimize the use of employee feedback for service quality improvement.