The Customer Service program is designed to adapt to the culture of the organization in which it is implemented, while retaining its basic structure. It is the intent of the Hall Group to embed a culture of customer service within the organization.

Program Metrics

"If you don't measure it, it isn't important."

   A key component of this customer service program is the development and implementation of a set of performance metrics that relate to customer service and staff satisfaction. The list below is based on Gallup research.

• Waiting times
• Nurses are friendly and caring
• Associates/physicians answer questions and keep you informed
• Care is well organized
• Physicians spend enough time with you
• Overall associates 'satisfaction
• Patients' willingness to return to the hospital

The components of this program have been regarded as a best-practices model by hospitals such as

• Northside - Atlanta, Georgia
• Fort Sanders, Johnson City, and Kingsport in Tennessee
• Lexington, Pitt County, New Hanover and Rocky Mount in the Carolinas
• Ottumwa Regional Hospital in Iowa

In addition, Givens Estates, Transylvania Community Hospital, Green Tree Ridge and Care Partners in Western North Carolina have incorporated the fundamentals of this program in their organizations.

Methodology

It is critical to design a process and methodology for implementing a major customer relations improvement effort that blends with the culture, systems and methods of the sponsoring organization.

Program Structure

A customer relations program should be directed and guided by an oversight committee that works in conjunction with the Hall Group. The Hall Group provides and shares expertise and materials, as well as takes a leadership role in educating the committee, organization leaders and associates.

Program Components

• Goals, Measurement and Reporting
• Customer Satisfaction Assessment
• Staff Satisfaction Assessment
• Virtual Team (Communications) Insights Assessment
• Patient Communication Insights
• Human Resources Selection, Motivation and Development
• Selection and Hiring
• Feedback, Discipline, Performances Review
• Orientation, Education and Communication
• Reinforcement, Rewards and Recognition
• Complaint Handling
• Service Recovery
• Problem Solving

Benefits

• Satisfied customers
• Improved skills and awareness of customer service throughout the organization
• Improved system and processes
• Responsiveness to patients and facilities needs; rapid complaint resolution
• Satisfied and retained associates
• Coordinated program and process; program management and reporting
• Excellent results on performance metrics
• Enhanced ability to attract qualified associates, Board members, physicians and volunteers