Generating Synergy to Improve
Customer Satisfaction
4 key entities working in concert!
5 Problem Areas Identified:
1. Promptness to call
2. Nurses Attitude
3. Pain Control
4. Privacy
5. Friendliness & Courtesy


Pilot kicked-off on November 3, 2009 and continued
each week until all 5 areas were addressed to all staff
on 4-Medical
4 Qtr data showed an increase in customer satisfaction
 Celebration held on 02/02/10, for 4-Med Staff in
appreciation for efforts made in improving customer
satisfaction

Results: Inconsistent
1. Promptness to Call
4-Medical Pilot Focus:
 Pain – Are you having any pain?
 Potty – May I help you to the
bathroom?
 Position – Please allow me to
assist
you in changing position.
 Communication – Is your call
light, phone, & bed control with in
reach?
 Alarms – Address alarms in a
timely manner and provide
reassure for the patient
 Concerns – Do you have any
concerns I can help you with?
Current Tools:
AIDET
ARW
Clinical Orientation
Employee Handbook
New Call Light System
AIDET:
5 Simple Steps to Make a Positive First
Impression and to Ensure Positive Interaction
throughout the Customer’s Experience.
Acknowledge
Introduce
Duration
Explanation
Thank you
First step in forming a relationship with a
customer. Acknowledge patient and family.
Use a greeting, smile, eye contact…adjust
covers.
Introduce self with title. Use customer’s
name. Implement service recovery if needed.
Apologize and Commit.
Explain how long any tests/procedures might
take, use key words for keeping customer
informed. Under-Promise and Over-Deliver.
Explain the plan of care, what tests and
treatments the customer can anticipate and
seek out answers to any questions. Give
reassurance. Use “key words.”
Thank customer for waiting, providing
information and choosing our hospital.
4-Medical Pilot Focus
• Smile
• Eye contact
• Acknowledge patients by
name
• Identify yourself
• Explain what you will do
Current Tool:
AIDET
Acknowledge
Introduce
Duration
Explanation
Thank You
AIDET will be the CustomerCare
Team focal point at the October
Benefits Fair.
3. Pain Control
4-Medical Pilot Focus
• My goal is to help you manage
your pain.
Current Tools
AIDET
ARW
• Please let me know if this
medication is not working to
manage your pain.
Communication
Boards
• Is the medication working to
manage your pain?
Clinical Orientation
• I notified the physician regarding
management of your pain.
Employee Handbook
4. Privacy
4-Medical Pilot Focus
• Knock before entering
Current Tools
AIDET
ARW
• I will close this door to protect
your privacy.
• Is it ok for me to ask you
questions with your visitors
present?
Clinical
Orientation
General
Orientation
Employee
Handbook
5. Friendliness / Courtesy
4-Medical Pilot Focus
Our goals for you today are…
•
•
Is there anything else you would like
us to focus on?
I may be away for little while, Is there
anything I can do for you before I leave?
•
It is time for your bath. I’ll be happy to
help you any way I can.
•
Are you satisfied with the cleanliness of
your room?
•
Keep personal conversations in an
isolated area such as the break room.
•
Provide “Quiet Times,” especially
between 2200 and 0700.
Current Tools
AIDET
ARW
Clinical Orientation
General Orientation
Employee Handbook
Switchboard “Quiet
Time” Announcement
after visiting hours
4-M & 5-W Staff Objectives
 See all patients on admission
Nurse Manager leave business card
 Introduce self and welcome to unit
 Ensure patient is oriented to surroundings
 Ensure patient is familiar with unit routine
 Immediate service recovery
 Include patient in their plan of care
 Explain:
CustomerCare
EMPLOYEE HANDBOOK
Press Ganey Priority Index
and
HCAHPS Questions…
linked to the
9 Customer Service
Absolutes
 Call
Lights
 Communication
 Confidentiality/Privacy
 Customer Waiting
 Managing Up
 Rounding
 The People Factor…changing mindset
from “patient to customer.”
 Wake-up
call to reduce annual turn-over
rate (25%)
 Adopted “Service Heroes Program,”
developed by award winning Baptist
Healthcare…proven track record in
employee and patient satisfaction.
 All staff receive 3-hours of Service Hero
Training + 2 hours of HCAHPS training for
Clinical Staff
 For continuity, all veteran staff will be
required to attend Service Hero Training
 Focus
on “Customer’s Perception of Care” vs.
Surveys
 A clear direction
 Defined expectations for every IP Unit with
built-in accountability
 A committed and comprehensive team
 Maximizing existing tools to ensure
consistency
 Intense training to hardwire results
 Tapping CustomerCare Team SuperUsers
 Staying the course