Improving Response To Customers
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The document presents a case study of a regional for-profit medical surgical hospital that aimed to improve customer responsiveness through a survey assessing patient experiences. It highlights key areas of focus, including imaging services, registration processes, and cafeteria services, along with specific patient concerns. Recommendations for improvement involve enhanced training for staff and better communication with patients to increase service efficiency.
Improving Response To Customers
- 1. Healthcare SolutionsImproving Responsiveness to Customerswww.srmconsultants.net
- 2. Case StudyRegional, for profit medical surgical hospitalOpened September 2007 after merging an imaging center and day surgery center with a new inpatient facility.35 inpatient beds148 employees109 credentialed physiciansApproximately 6500 surgical cases per year*Many are outpatient procedures
- 3. Identification of CustomerInternal: Service directed within your organizationPhysicians
- 4. Management
- 6. Consultants
- 7. VendorsExternal: Service directed outside of your organizationPhysician office staff
- 8. Patients
- 10. CommunityInternal & External Barriers
- 12. Survey of OrganizationSRM Consultants designed a study to assess the customer experiences and feedback.
- 13. We conducted a survey of patients and family members who utilized services at the healthcare facility in the last year.
- 14. The survey was focused on understanding patient experiences and establishing process improvements in the following areas:
- 15. Imaging Services
- 19. Cafeteria & Food Services
- 20. Inpatient ExperiencesCustomer ExperiencesHere are a few specific examples of what patients experienced within the facility. These example responses were from study respondents and are used to illustrate specific patient concerns.
- 22. Experience with the Imaging Department
- 25. Patient Experience with the CafeteriaRegistration Experience
- 30. RecommendationsCustomer service training and telephone etiquette training
- 31. Obtaining patient cell, home, and work numbers, as well as email, at time of scheduling any procedure
- 32. Increase efficiency and level of service through training the registration staff on procedures and computer systems
- 33. Train cafeteria staff to be more adaptable to customer requests
- 34. Escort patients and visitors from one area of hospital to their destination area
- 35. Mid-level providers to assist physicians with history, physicals, admissions, and inpatient dischargesHealthcare Solutionswww.srmconsultants.netImproving Responsiveness to Customers