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Control of Eating Behavior Using a Novel Feedback System

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A system for customer feedback: the InterVention (IV) Line.

K E Wood¹, J R Barker, J W Stump

¹The University Hospitals and Clinics of the University of Mississippi Medical Center, USA.

Journal for Healthcare Quality : Official Publication of the National Association for Healthcare Quality

|February 16, 2013

Summary

This summary is machine-generated.

A customer service hotline at University Hospitals and Clinics improves patient satisfaction by collecting feedback. This approach offers customized problem-solving for healthcare organizations seeking service enhancements.

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Area of Science:

Healthcare Management
Patient Experience Improvement

Background:

Healthcare organizations utilize diverse data collection methods to enhance patient satisfaction.
Customer service hotlines represent one such methodology for gathering feedback.

Purpose of the Study:

To provide an overview of a customer service telephone hotline implemented at a large medical center.
To present lessons learned from the hotline's operationalization.

Main Methods:

Implementation of a dedicated customer service telephone hotline (InterVention Line).
Collection of compliments and concerns from patients, visitors, and staff.
Provision of customized problem-solving based on received feedback.

Main Results:

The InterVention Line serves as a direct channel for feedback at University Hospitals and Clinics.
The hotline facilitates targeted interventions to address specific issues raised by stakeholders.
Lessons learned from implementation can guide other healthcare facilities.

Conclusions:

Customer service hotlines are a valuable tool for healthcare organizations aiming to improve patient satisfaction.
Effective implementation requires a focus on customized problem-solving and stakeholder engagement.
The University of Mississippi Medical Center's experience offers practical insights for similar initiatives.