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.
- Half of All Primary Care, Internal Medicine Jobs Unfilled in 2013
- How Digital Strategy Shapes Patient Engagement at Boston Children's Hospital
- CFO Exchange: Smartphones Poised to Disrupt Healthcare, Says Topol
- CNO on Hospital Redesign: 'You Can't Over-Communicate'
- Some Cancer Hospitals' Quality Data Will Soon Be Public
- CA Powers Up $80M HIE to 'Create Value in the Data'
- Carondelet to Pay $35M to Settle Fraud Allegations
- TJC Warns Hospitals of Deadly Medical Tubing Mistakes
- 3 Traits Personality Assessments Can't Reveal
- PA Ranks See 'Phenomenal Growth,' Lack of Diversity