Improving patient service (and those all important satisfaction
scores) takes careful planning and attention, and focused execution. It's something most
health care organizations struggle to improve, but there are several things you can do to
set your service improvement initiative up for success. These aren't just theories, either.
They're solid strategies that work in health care organizations of all kinds. One
organization that comes to mind, St. Thomas Health, began focusing on service about a year
ago. Robin Crowell, director of patient relations and guest services, and her team at St.
Thomas, including a new CEO, ultimately rolled out a service training initiative that
touched nearly all associates in their organization. Crowell and her team did a lot of
things right before they ever set foot in a training room. And just five of these
strategies can help your organization, too. By Diana Powell, DDIDirections, February 2008.
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