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Holmes County Hospital and Clinic Customer Service

Urban vs Rural Perceptions. Urban Rural Bigger is betterBand aid stationPhysicians Better Country DoctorWhat sets rural hospitals apart?. Rural Advantage. Employee Personal touchHome town feelName not a room numberFamily atmosphereNot just high tech also high touchAl

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Holmes County Hospital and Clinic Customer Service

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    1. Holmes County Hospital and Clinic Customer Service

    2. Urban vs Rural Perceptions Urban Rural Bigger is better Band aid station Physicians Better Country Doctor What sets rural hospitals apart?

    3. Rural Advantage Employee Personal touch Home town feel Name not a room number Family atmosphere Not just high tech also high touch All advantages require one common factor…..

    4. Excellent Customer Service!

    5. Did a need exist and what was the signs Multiple complaints from patients Low loyalty patient Satisfaction scores Realization that employees do not get customer service training at school Observing employee communication practices with customers

    6. WHAT DID WE DO Grant from RHPI to provide Customer Service Training to all HCHC employees Worked with RHPI to develop a scope of work Identified consultant to provide customer service training Set dates for training Informed all staff that customer Service was mandatory

    7. Employee Reactions?? First, you can only imagine… “Why do we need this kind of training…I’ve worked here 20 years, and I’m already great with my patients---just ask them!” And then there was… “Heck, we all know you can’t please EVERYONE all the time!!” Oh yes, and … “Are they feeding us lunch???”

    8. Needless to say, initial employee reactions were all over the page… I’ll go, but…. Vs. They’d better get the doctors to attend, too. We’re good, but the ER really needs the training more…guess we all just have to participate. Before I try any of these new skills, I want to see if Administration makes Dr. X work with us better. Sure, count me in… I can always learn more. This should be interesting! If this helps our hospital succeed, I’m all for it. I’ll bet this stirs productive discussions between departments. I’m honored we were asked to participate. Bet team spirit will be stronger as a result.

    9. But we were focused on what we wanted to achieve with our Customer Service Excellence initiative. To achieve an understanding that every employee—regardless of title or tenure -- makes a difference in the eyes of our patients, visitors, public and with other co-workers. To sharpen old skills and build new skills in verbal and non-verbal communication, including even learning how to better deal with a problem patient or an urgent family member.

    10. And more expectations… To strengthen teamwork and enthusiasm for tackling projects together for greater hospital success. To reaffirm that the patients are our Customers (with a capital “C”), and they are #1 in our reason for being here, and they impact our ability to survive as a viable business. To better identify and meet the needs of our community through quality, responsive services.

    11. And, finally… To prepare and empower our employees to go the extra mile to solve problems on the spot and to make a difference in the lives of our valuable patients, visitors, co-workers and friends. To create an environment where positive attitudes shine and where going above the call of duty is an everyday occurrence, making our organization a great place to work, visit and rely upon.

    12. The Board Room classes were full …25 approx per sessions Employees became engaged and focused on what “could be” through collective efforts. Growing enthusiasm became evident. Power Point presentations and videos were used to compliment the Speaker’s real examples of Customer needs identification and responses in health care --both bloopers, and --the better way! Role playing and interactive participation yielded an improved team approach to projects. Each session reinforced the prior class, with homework assignments in the middle weeks in order to put the skills learned to use. Questions and situations just occurring in the work place were discussed and handled on the spot.

    13. So, were we successful? For now, YES… And for that we are thankful P.S. Of course, 5-Star Customer Service is an ongoing process so we are only just beginning.

    14. So to ensure success, we first set our training stage. *Doctors, Managers, Staff were all invited to participate. *Each class was mixed with personnel from all hospital disciplines. Classes were held at convenient times 3 days a week: 7:30 AM – 9:30 AM; 11:00 AM – 1:00 PM; and 3:30 PM – 5:30 PM, every other week for 8 weeks. We served snacks and offered door prizes to encourage discussions. The speaker kept programs lively, informative and very interactive. As Associate Administrator, I helped kick off initial classes and attended several of the subsequent sessions, even if just to say a few supporting words. A Graduation Event was promised for those who attended all 4 sessions, and this was a success the final day of training with good food, words of praise, and graduation certificates for framing.

    15. Examples of Project Gains Improved attitudes and smiles while working together. Volunteerism, even if the need is outside one’s department. Warm greetings and offers to help when someone walks through the lobby, ER or appears in the hall. We walk visitors to their destination rather than point or direct. Employees go out to the lobby and interact with waiting family members and patients. Fresh plants, flowers or other decorations are provided in the waiting areas to present a cheerful atmosphere.

    16. And More Visible Gains… At the bedside, time and attention is directed to the patient. Staff regularly asks “Is there anything else I can do for your?” Patient surveys demonstrate we are showing improvement in service. Employee teams regularly assess how we can do better. Even though our schedules are busy, we strive to let patients and visitors know we are there for them, and it is no problem to get a little something extra for them or stay to answer questions. We now make it a practice to say “I have the time and I want to do this for you.”

    17. And finally… After the sessions… Staff members thanked me for providing this opportunity to learn and become more actively involved in improving our image in the community and build relations within our hospital family. There is a greater sense of pride of being recognized as a vital team member. Learning sessions also provided the opportunity to strengthen communications on all levels. And we know we’ll never be finished with the journey to “find new ways to make that meaningful difference”, to listen and respond to our Customers, and to always strive to do our best.. So we’ll enjoy the journey and keep trying to do better.

    18. Marketing Tool The Most effective marketing tool is Satisfied Customers

    19. Contact Information Dewery Montgomery MSN,MHSA Associate Administrator Holmes County Hospital and Clinics dmontgomery@umc.edu

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