Laying the cornerstone: an employee-driven customer service program.
In the 21st-century healthcare environment, customer service remains critical to the fiscal viability of healthcare organizations. Continued competition for patients and diminishing reimbursements have necessitated the establishment of customer service programs to attract patients and retain outstanding employees. These programs should increase quality experiences for both internal customers (employees) and external customers (patients). This article describes a unique employee-driven customer service initiative titled Serving Together Achieving Results. Obstacles to implementing a customer service program in a multifaceted academic setting are highlighted, and the use of a novel tool, Q technique, to prioritize employee feedback is discussed.
Davis
Stephen M
SM
Department of Emergency Medicine, West Virginia University School of Medicine, Morgantown, USA.
Chinnis
Ann S
AS
Dunmire
J Erin
JE
D003258:Consumer Behavior; D006785:Hospitals, University / Q000458:organization & administration*; D019982:Organizational Case Studies; D015279:Organizational Culture; D010564:Personnel, Hospital; D024382:Professional Role; D016730:Program Development; D014903:West Virginia