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.
- CMS Sets 2014 Pay Rates for Hospital Outpatient and Physician Services
- FDA hopes hospitals will switch to newly regulated pharmacies
- The 5 Biggest Healthcare Finance Trouble Spots
- Not-for-Profit Hospitals Find Opportunity Amid Uncertainty
- Nonprofit Hospital Outlook 'Negative' in 2014
- The Most Polarizing Topics in Healthcare IT
- How CPOE Will Make Healthcare Smarter
- Why You Should Involve Patients in Nursing Handoffs
- Are ACOs Really Different from HMOs?
- Rise of the Chief Strategy Officer