establishing service culture at sgmc randy sauls, coo
TRANSCRIPT
Establishing Service Culture At SGMC
Randy Sauls, COO
SGMC’s Motto:SGMC’s Motto:
Professional Care With
Service
Professional Care With
ServicePersonal
Direct And Indirect Benefits Of Satisfied Patients:
Direct And Indirect Benefits Of Satisfied Patients:
• Physicians have greater confidence that their patients are recovering in an optimum environment
• They get well faster
• Are more likely to return for care in the future
• They are likely to recommend SGMC to others
• Less likely to be dissatisfied with our services in the future
Patients have a choice and SGMC wants to be their choice!
• Physicians have greater confidence that their patients are recovering in an optimum environment
• They get well faster
• Are more likely to return for care in the future
• They are likely to recommend SGMC to others
• Less likely to be dissatisfied with our services in the future
Patients have a choice and SGMC wants to be their choice!
Satisfied patients become LOYAL customers!
High Satisfaction Is Great…Our Goal Is High Patient Loyalty!
High Satisfaction Is Great…Our Goal Is High Patient Loyalty!
• SGMC is in the business of
serving people
• Ongoing Customer Service Team
implements SGMC’s objectives in
achieving customer loyalty
• SGMC is in the business of
serving people
• Ongoing Customer Service Team
implements SGMC’s objectives in
achieving customer loyalty
Our Overall Goal:Our Overall Goal:
Make the hospital experience as
pleasant and reassuring as
possible
Make the hospital experience as
pleasant and reassuring as
possible
Annual Report On Customer Service
2001 – 2003 Accomplishments
Annual Report On Customer Service
2001 – 2003 Accomplishments• Behaviors changed
– Telephone protocols– Scripts for key service encounters
• Feedback Tools– VHA SatisQuest– Internal survey tools used to enlist immediate
feedback in Lab, OP, IP, CCV, Cancer Center and ED
– Cards and letters
• Behaviors changed– Telephone protocols– Scripts for key service encounters
• Feedback Tools– VHA SatisQuest– Internal survey tools used to enlist immediate
feedback in Lab, OP, IP, CCV, Cancer Center and ED
– Cards and letters
Annual Report On Customer Service
2001 – 2003 Accomplishments
Annual Report On Customer Service
2001 – 2003 Accomplishments
• Dress code revised
• Image boosters– Signage and maps
– Posters of employees modeling absolutes
• Adopted 9 Customer Service Absolutes
and introduced all employees to our
customer service expectations during new
employee orientation.
• Dress code revised
• Image boosters– Signage and maps
– Posters of employees modeling absolutes
• Adopted 9 Customer Service Absolutes
and introduced all employees to our
customer service expectations during new
employee orientation.
Annual Report On Customer Service 2004 Accomplishments
Annual Report On Customer Service 2004 Accomplishments
Image Boosters– Main lobby– Employee communication boards– B Level changes– 3rd and 5th floor waiting rooms– Permanent absolute banners– ER registration area
• Mirror• Vending
– Children’s play table– Message “on hold” feature
Image Boosters– Main lobby– Employee communication boards– B Level changes– 3rd and 5th floor waiting rooms– Permanent absolute banners– ER registration area
• Mirror• Vending
– Children’s play table– Message “on hold” feature
Annual Report On Customer
Service 2004 Accomplishments
Annual Report On Customer
Service 2004 Accomplishments
Customer Friendly Upgrades– New coin changer machine (vending
area)– Customer service intranet link with tools– Diversity integration– Improved internal communication
• Department specific newsletters• Coordinated conservation message• Updated complaint management letter
– Spice of Life – Food Court
Customer Friendly Upgrades– New coin changer machine (vending
area)– Customer service intranet link with tools– Diversity integration– Improved internal communication
• Department specific newsletters• Coordinated conservation message• Updated complaint management letter
– Spice of Life – Food Court
Annual Report On Customer Service 2004 Accomplishments
Annual Report On Customer Service 2004 Accomplishments
Celebrating Successes and Employees
– Monthly recognition of frontline shining stars
– Ongoing “Above and Beyond” awards
– Post JCAHO Celebration
– Hospital Week Celebration– Facilitated addition of customer service absolutes into
interview process• Prospective employees know our expectations!
– Monthly reinforcement of customer service absolutes• “Brag challenges” and flyers
Celebrating Successes and Employees
– Monthly recognition of frontline shining stars
– Ongoing “Above and Beyond” awards
– Post JCAHO Celebration
– Hospital Week Celebration– Facilitated addition of customer service absolutes into
interview process• Prospective employees know our expectations!
– Monthly reinforcement of customer service absolutes• “Brag challenges” and flyers
Annual Report On Customer Service 2004 Accomplishments
Annual Report On Customer Service 2004 Accomplishments
Celebrating Successes and Employees– Benchmark Celebrations
• Volunteer Services• OP Surgery• Inpatient Care• Emergency Care
– Accreditations• Chest Pain• Rehab Unit• Cancer Center• JCAHO• American College of Surgeons
– Greenleaf OP Center Opens
Celebrating Successes and Employees– Benchmark Celebrations
• Volunteer Services• OP Surgery• Inpatient Care• Emergency Care
– Accreditations• Chest Pain• Rehab Unit• Cancer Center• JCAHO• American College of Surgeons
– Greenleaf OP Center Opens
A Look At Benchmarks:Quality Of Care
A Look At Benchmarks:Quality Of Care
85.3
91.7
79.3
86.8
92.4
81.4
87.3
92.2
80.4
87.6
91.1
80
88.8
93.5
78.2
70
75
80
85
90
95
1st Qtr 01 1st Qtr 02 1st Qtr 03 1st Qtr 04 2nd Qtr 04
Inpatient Outpatient ER
85.3
91.7
79.3
86.8
92.4
81.4
87.3
92.2
80.4
87.6
91.1
80
88.8
93.5
78.2
70
75
80
85
90
95
1st Qtr 01 1st Qtr 02 1st Qtr 03 1st Qtr 04 2nd Qtr 04
Inpatient Outpatient ER
Source: SatisQuest
A Look At Benchmarks:Aggregate Scores
A Look At Benchmarks:Aggregate Scores
91.2
94.4
86.6
91
94.7
87.5
91.6
95.3
88.1
92.7
94.6
87
93.5
96
85.8
80
82
84
86
88
90
92
94
96
1st Qtr 01 1st Qtr 02 1st Qtr 03 1st Qtr 04 2nd Qtr 04
Inpatient Outpatient ER
91.2
94.4
86.6
91
94.7
87.5
91.6
95.3
88.1
92.7
94.6
87
93.5
96
85.8
80
82
84
86
88
90
92
94
96
1st Qtr 01 1st Qtr 02 1st Qtr 03 1st Qtr 04 2nd Qtr 04
Inpatient Outpatient ER Source: SatisQuest
CustomerCare CustomerCare Feedback Feedback
Survey ResultsSurvey Results
CustomerCare CustomerCare Feedback Feedback
Survey ResultsSurvey Results
July 2004July 2004
Were CCT Resource Tools Helpful Were CCT Resource Tools Helpful And User Friendly?And User Friendly?
Were CCT Resource Tools Helpful Were CCT Resource Tools Helpful And User Friendly?And User Friendly?
yes65%
no2%
somew hat31%
no answ er2%
yes
no
somewhat
no answer
Did CCT Program Help Your Team Improve Customer
Service?
Did CCT Program Help Your Team Improve Customer
Service?
Yes78%
No0%
Somew hat22%
Yes
No
Somew hat
Seeing And Hearing Results!Seeing And Hearing Results!“ER night shift team – fine job!”
“Phone triage service at Youth Care a lifesaver in the middle of the night! BEST service!”
“Patient representative listened, acknowledged, empathized, apologized, and pampered”
“Everyone went out of their way to provide quality service (Open Heart)”
“ER night shift team – fine job!”
“Phone triage service at Youth Care a lifesaver in the middle of the night! BEST service!”
“Patient representative listened, acknowledged, empathized, apologized, and pampered”
“Everyone went out of their way to provide quality service (Open Heart)”
Sustaining South Georgia Medical Center’s Culture Of Service
Sustaining South Georgia Medical Center’s Culture Of Service
Building A Winning Environment For Our Patients And Staff!
Our Passion: Making The Total Patient Experience Great From A-Z!
Our Passion: Making The Total Patient Experience Great From A-Z!
• Clinically sound care
• Clean, attractive facility
• Great service from start to finish: Patient – Family – Physician
• Looks big—feels like family!
• Clinically sound care
• Clean, attractive facility
• Great service from start to finish: Patient – Family – Physician
• Looks big—feels like family!
2005 LHS Motto & Standards2005 LHS Motto & Standards