Developing a customer-service and cost-effectiveness team.
A healthcare organization in northeast Georgia developed a team approach to meet the challenge of unacceptable customer service scores, improve numerous system inefficiencies, promote staff accountability, and maintain an emphasis on cost-effective and efficient utilization of resources. This article describes the development of a team comprising a variety of staff members to support all managers in this effort. The outcome was an improvement in customer satisfaction scores from the lower half of the survey database to the top third.
Haynie
L
L
Northeast Georgia Health System, Inc., Gainesville, USA.
Garrett
B
B
D003258:Consumer Behavior; D019091:Critical Pathways; D019033:Delivery of Health Care, Integrated / Q000458:organization & administration / Q000592:standards*; D005845:Georgia; D006745:Hospital Bed Capacity, 300 to 499; D007324:Institutional Management Teams; D009937:Organizational Objectives; D015397:Program Evaluation; D013192:Staff Development; D017749:Total Quality Management / Q000458:organization & administration*