CASE STUDY Customer Service in a New Era of Health Care
SITUATION
Three Directors of a Behavioral & Medical Healthcare Facility contacted us—the Director of Administration & Medical Services, Director of Employee Relations, and Director of Strategic Operations.
THE NEED
They needed to work more closely together and were looking for help keeping their staff more balanced amidst the stress of their jobs. Many patients were less than happy and a few groups in the facility felt under-appreciated (hence these groups had low morale). They had just undergone major changes. Community demands had increased. Other professionals (police, paramedics, ER staff, school officials, etc.) were critical of their staff. Referrals were down. They told us that they needed a way to enhance morale, help staff stay balanced under stress, and deliver great service while working together more closely. They needed to improve their image in the community.
OUR SOLUTION
Our Customer Service Program for a new era of Healthcare was delivered to clinical, administrative and support staff, laying the foundation to enable them to build these capabilities and restore their public image.
RESULT
Staff satisfaction is up and staff “sick days” are down. Their image in the community is more positive. The Medical Director, who also attended our sessions, has bought-in to its ongoing value and future reinforcement of the program. Customer satisfaction scores have risen year over year. Their employee engagement ratio continues on an upward trajectory.