12,000 trainees later, hospital's customer service ratings skyrocket

Twelve years ago, when the University of Kansas Hospital looked at its quarterly patient satisfaction surveys, it often found ratings in the single digits. Today, when it looks at weekly reports, it takes notice if a department's ratings slip below 90 percent. And if a unit's ratings fall below 80 percent, a customer service SWAT team is summoned. Starting with about 4,000 existing employees at the outset, the hospital has mandated a daylong service session as part of every new hire's three-day orientation.