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"Anita Woodward's
thorough understanding of healthcare, combined with her knowledge
of customer service, provides superior practical consulting and
coaching to organizations in their quest for customer excellence."
Dan Kline, Former VP, Marketing & Strategic Initiatives
- St. Francis Healthcare Services, Wilmington, DE |
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IMPROVING CUSTOMER RELATIONS |
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Your patients felt they were
in the best possible care under your supervision? |
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They used words like trust
and care every time they described your services? |
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They referred their friends
and family to you? |
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You could turn a patient's negative
comment into a positive one? |
It Can Happen! We can help your healthcare
organization improve customer service while increasing patient
satisfaction and profitability with our Positive Practices©
system.
The Positive Practices©
system is devoted to helping you develop healthy relationships
between your physicians, staff, and patients. We will help you
create a healing environment where patients, staff, and physicians
all feel valued, and where your staff engages in cooperative,
caring behaviors toward their patients and each other. When applied
to improving customer relations, Positive Practices©
includes the following:
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Organizational Assessment
- meet with leadership team, employees, and customers; review
patient feedback; review organizational documents including
mission and vision statements. |
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Steering Committee -
assist with creation of committee to oversee initiative; make
recommendations to committee for improvements needed; facilitate
discussion and decisions about priorities for action. |
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Customer Service Standards
- facilitate development of Customer Service Standards of
Behavior which will be included in staff training sessions. |
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Action Plan/Action Teams
- design action plan including sequence of steps to achieve
goals; create action teams led by Steering Committee members;
assist action teams in identifying and implementing best practices
for success and empower them to make changes in support of
the action plan. |
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Retreats and Training
- conduct leadership and management retreats to share the
planning with them and to engage them in supporting the process;
conduct staff retreats and train in-house facilitators to
conduct sessions for staff that clearly define new expectations
for service behavior. |
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Support - provide ongoing
support as needed. |
Contact us today to make
healthy patient-staff relationships a part of your growing practice. |
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