Mission:

To improve customer service in one unit and begin the process to align all senior and middle management  as well as union leadership, around the established goals of improving patient satisfaction.

Description of Market Offering:

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

Process of Market Offering:

Assessment -

We focused on the Maternal Child Health Unit (MCH) with the intention of building a model that could be rolled out to the entire hospital.   SL&A conducted individual interviews with the MCH staff to gather data regarding impediments to customer service and creative ideas to improve patient satisfaction.

Planning -

SL&A implemented our process, Building Exceptional Service through Teamwork (B.E.S.T.™).  We developed a shared vision with the hospital staff, created a Steering Committee and an oversight team, and established five project teams to develop and implement actions plans.

Implementing and Aligning -

The project teams were organized into the following groups: Welcoming Patients and Families, Orienting Patients and Families, Guidelines for Interactive Rounds with Patients, Cultural Sensitivity and Staff Appreciation.  The teams developed and prioritized action plans.  Collectively the actions plans were developed to improve communication and relationships with patients and families and the staff, with the ultimate purpose of enhancing quality of patient care and satisfaction.  These plans and recommended projects were presented to senior management, including the CEO, to gain approval.  Projects were then successfully implemented and resulted in increased Press Ganey scores.

Develop Leadership -

Conducted training on The Six Fundamentals Success in Healthcare, based on Stuart R. Levine’s bestselling book The Six Fundamentals of Success, for MCH staff, the senior leadership team, hospital directors, managers and supervisors and all union delegates to increase leadership capacity