I CARE: an organization-wide customer service education program.
When a survey indicated that patients recently discharged from The Brant Community Healthcare System (BCHS) believed that customer service across the organization could be enhanced, planning to enhance the quality of service for both internal and external customers began immediately. This article describes the measures taken to realize this improvement. It describes the cultural change required, important things to consider when planning customer service programs in healthcare settings, and some of the content of the customer service education program that was ultimately delivered to leaders, staff, physicians, and volunteers throughout the organization.
McInnes
Kathryn Gillow
KG
Education Services, The Brant Community Healthcare System, 200 Terrace Hill Street, Brantford, Ontario, Canada N3R 1G9. kmcinnes@bchsys.org
D003258:Consumer Behavior; D015285:Hospital-Patient Relations; D006801:Humans; D015279:Organizational Culture; D010934:Planning Techniques; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D013192:Staff Development