Customer service: moving from slogan to point of differentiation.
To make its commitment to customer-centered care real, Dean Medical Center interviewed patients and created a "Vital Signs" scorecard. Performance is now measured according to those key areas specified by patients. Face-to-face communication from upper management to all employees and employee training has facilitated the program.
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Dean Medical Center, Madison, WI 53713, USA.
D003625:Data Collection; D006123:Group Practice / Q000458:organization & administration / Q000592:standards*; D007255:Information Services; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000592:standards*; D011785:Quality Assurance, Health Care; D014922:Wisconsin