At Trinity Mother Frances Hospitals and Clinics, we understand that good customer service is integral to the quality care patients receive. We have adopted best practices from other health care facilities and have borrowed ideas from Disney and the Ritz Carlton Hotel to bring our customer service scores, as reported by Press Ganey, to among the highest in the nation.
Staff and physician involvement have been fundamental to our improvement process that has hard-wired customer service into daily activities. For example, customer service standards were implemented System-wide with immediate review of existing staff. Problem performers were coached and counseled and if performance did not change for the better, they were asked to leave the System. Processes to improve routine communication between caregivers and patients and family members were instituted including scripting, rounding by nurse leaders on all new patients and follow-up telephone calls to patients after they leave the hospital. To improve staff communication, weekly System-wide departmental stand-up meetings were implemented with a common message and emphasis on customer service standards, quality and safety goals.
A thorough complaint process was implemented, including communication to the complainant, immediate review by managers, clinical quality committee review, referral to clinical care workgroup for clinical issues and medical peer review if appropriate.
Learn more about Trinity Mother Frances Patient Advocacy.