12,000 trainees later, hospital's customer service ratings skyrocket

Kansas City Star, December 8, 2011

Twelve years ago, when the University of Kansas Hospital looked at its quarterly patient satisfaction surveys, it often found ratings in the single digits. Today, when it looks at weekly reports, it takes notice if a department's ratings slip below 90 percent. And if a unit's ratings fall below 80 percent, a customer service SWAT team is summoned. Starting with about 4,000 existing employees at the outset, the hospital has mandated a daylong service session as part of every new hire's three-day orientation.


MOST POPULAR

SPONSORED REPORTS
SPONSORED HEADLINES

SIGN UP

FREE e-Newsletters Join the Council Subscribe to HL magazine

SPONSORSHIP & ADVERTISING

100 Winners Circle Suite 300
Brentwood, TN 37027

800-727-5257

About | Advertise | Terms of Use | Privacy Policy | Reprints/Permissions | Contact
© HealthLeaders Media 2015 a division of BLR All rights reserved.