Mission:

To develop a strategy, focus on the right areas, ensure accountability for actions and improve weak customer service.

Description of Market Offering:

• Healthcare Customer Service;
• Operations Processes and Implementation;
• Team Effectiveness and Alignment;
• Leadership Development Training;

Process of Market Offering:

Assessment -

SL&A conducted interviews of all key stakeholders at the initial outset of the project.

Planning -

We developed several recommendations to increase the capacity of the hospital to improve customer service and increase leadership accountability.

Implementing and Aligning -

We conducted an executive retreat to gain alignment and develop a hospital strategy. A dashboard was developed to ensure that management focused on the right metrics and tracked progress.  30 departments were selected to improve processes, customer service and promote teamwork. We developed and executed a communication program, including monthly dashboard distribution enclosed with paychecks, to update employees on quality, length of stay, employee satisfaction and customer service.

Develop Leadership -

We trained 136 Managers in management, putting them through Customer Service boot camp and emissary training with 10/10 ratings on training feedback.  We selected 10 emissaries to become models of exemplary customer service by conducting one-on-one coaching.  The CIO was provided training and consulting on various IT projects.