MGH employees watch customer service video—for $250
Massachusetts General Hospital wanted its 22,000 employees to watch an 11-minute video teaching the basics of customer service. But executives felt it would send a strange message to make niceness training mandatory—and then penalize staff for not participating. So instead, they offered employees a $250 bonus to view the video, an approach common in other industries and that proved to be an overwhelming success for the hospital.
- Will More Pioneer ACOs Defect?
- Charity HealthCare Conundrum Brewing Among Providers
- MU Final Rule Disappoints Some CIOs
- Evidence-Based Practice and Nursing Research: Avoiding Confusion
- Interventional Radiology No Longer a Sub-Specialty
- 'Terrible' Patient Becomes Dedicated Nurse
- NFP Hospitals' Revenue Growth at 'All-Time Low'
- CNO Leads $1M Charge for New Scrubs, Uniforms
- mHealth Tackles Readmissions
- Acute Kidney Injury Gets New Focus