Thanks so much Melissa. I think this gives us some great ideas to help move our initiative forward.
In the past, we utilized the "FISH!" book for similar results. Improving employee morale to improve patient experience. Each department read the book and then had a group discussion about how to use what they read.
I recently spoke with a department VP at a hospital in NY. They used the Disney book in a book club format to completely change the entire "feel" of their hospital owned practices; which significantly increased patient satisfaction and decreased employee turn-over.
What a great idea Holly! I have that book and started reading it several years ago. Just got off track and never finished it. Happy to hear how your process goes and evolves.
We are in the process of developing a formalized customer service training for all staff members and any new members joining the team. We started with reviewing the book, If Disney Ran Your Hospital, as a book club type discussion with our Operation Directors team. After each chapter was discussed, focus points were documented to be addressed in our formalized customer service training module. This is a work in progress!
Has anyone developed a customer service training program for their front facing staff, either front desk or clinical staff? We are trying to take advantage of our "hometown" feel by training our staff to help patients feel more at home in the office. We are increasingly widening our footprint due to the closure of many smaller hospitals geographically in our area. If they haven't closed, they lose the specialties that we can offer. I haven't found any resources that seem to focus on folks that only have a very short amount of time with a person face to face or even only over the phone. I have just started my search though. Any guidance would be appreciated. Thank you.