Customer satisfaction affects every inch of your facility. HCPro and Press Ganey will help you keep your patients happy and reduce your liability.
Listen to this audioconference
presented on January 24, 2006
Many hospitals have seen a direct correlation between improved customer service and increased patient satisfaction reducing liability risk. In addition, your organization is required by accrediting agencies to resolve and manage patient complaints. None of this comes without a good deal of effort. If you're willing to go the extra mile, you can drastically cut your liability and improve quality at the same time.
Understanding that need, HCPro has brought together three field experts to provide solutions to create a proactive and positive customer service environment in your facility.
Learning objectives: Take a look at what we have to offer
After listening to this audioconference, you will be able to
- identify the potential outcomes and goals of a formal service recovery program
- discuss the impact of leadership involvement in the service recovery program
- describe characteristics of an effective service team
- identify the 10 building blocks of a high quality service recovery program
- summarize five important elements in setting up a service recovery program
- describe the steps in a successful service recovery encounter
Intended audience
- Nurse managers/patient care services
- Quality improvement professionals
- Risk managers
- Patient representatives/patient relations
- Chief executive officers
- Chief nursing officers
- Chief operating officers
- Directors of staff development and training
Our agenda
- Organizational must-haves for effective service recovery
- ROI: What's in it for the organization?
- Getting buy in: What's in it for me?
- How should staff respond to complaints?
- Top-down response affecting program/leadership
- The numbers: What's an acceptable complaint rate?
- Patient satisfaction with physicians predicted complaint rate and malpractice incidence with physicians—how to engage physicians
- Effective ways to set up program
- Service teams: What will they look like?
- Building blocks
- Understanding, meeting, and exceeding customer expectations
- Effective communication
- Awareness
- Leadership
- Empowerment
- Accountability
- Reliability
- Teamwork
- Attitude
- Recognition
- Policies
- Service standards
- Acronyms
- Toolkits
- Staff training
- What takes place during the successful encounter
- Initial interaction
- Effective communications
- Scripting
- Blameless apology
- Immediate recovery opportunities
- Funds/budgeting for opportunities
- Service recovery opportunities: Beyond complaints
- Q&A
Meet our speakers
KELLY NEMETH partners with clients by bringing enthusiasm, knowledge, and experience to their quality improvement initiatives as a consultant with Press Ganey. She is recognized by her clients for her outstanding customer service. Kelly joined Press Ganey in 2002 and has provided consulting services to patient, medical staff, and employee satisfaction measurement projects. During the past three and a half years, she has serviced many of Press Ganey's complex accounts, including hospital systems and physician groups.
ARIS RELIAS is an Employee Perspective Senior Consultant for Press Ganey. She utilizes enthusiasm, knowledge, leadership and project management skills to create effective, practical approaches for her clients' employee satisfaction improvement initiatives. Aris came to Press Ganey in 2001. Prior to joining the Employee Perspective Division, she worked as a Lead Consultant in the Customer Service Department, managing several facilities and multiple system accounts, including Memorial Health Care System (FL), Cape Fear Valley Health System (SC), Health First (FL), and Howard Health System (IN). She has experience collaborating with clients on the prioritization of performance improvement, goal setting, and next steps on how to improve quality in their facility.
MARTIN WRIGHT conducts onsite consulting to identify an organization's strengths and improvement opportunities, as well as offering improvement resources and action planning to strengthen the hospital-patient relationship as a solutions consultant. He has partnered with countless hospitals in their patient satisfaction and quality improvement efforts since joining Press Ganey Associates in 2002. He has been a featured speaker at Press Ganey Regional Workshops as well as Press Ganey's National Conference. He has also spoken at a variety healthcare organization conferences, and has presented patient satisfaction data to more than 100 Press Ganey customers.
BONUS tools included in the materials packet
In addition to the expertise and advice presented during this audioconference, you'll also receive a slide presentation of the program materials and tools you can use immediately to make implementing the goals more efficient.
Program materials
Program materials will provided with PDF links.
Save money when you purchase multiple copies! Ask your customer service representative about money-saving
discounts and bulk orders. Call toll free 800-650-6787 or e-mail
customerservice@hcpro.com.
