First rate, then reward your access associates
Bonuses given to registration staff
At the Medical University of South Carolina (MUSC) Health in Charleston, registration staff are carefully trained in greeting patients and providing a high level of service. "The staff are then monitored to assure adherence to this practice of great customer service," says Susan Pletcher, director of health information and patient access services.
Supervisors usually spend 30 to 60 minutes directly observing a work area. "During the time they are at that site, they observe as many employees as possible," she says.
They document observations on a Patient Registration Role Playing
Observation Check Sheet.
Patient Registration Role Playing Observation Check Sheet
Employee:____________________________________ Date:________________
Patient:_______________________________________
Observer:_____________________________________ Potential Mentor ___
|
Actions Observed |
YES |
NO |
Comments |
|
Eye Contact @ Beginning |
|||
|
Smile |
|||
|
Acknowledge Patient |
|||
|
Introduces Self |
|||
|
Explains Process |
|||
|
Thanks Patient |
|||
|
Eye Contact @ End |
|||
|
Smile @ End |
Source: Medical University of South Carolina (MUSC) Health, Charleston, SC
The department is looking at providing employees with consistently perfect scores a bonus of about $50 every quarter. "The supervisors determined their own rotation, and they also must observe their own employees. This way, everyone is being fair and objective," says Pletcher.
The observers want to see that patients feel welcomed, that they understand how important they are, and feel appreciated. "We want to acknowledge that the patient has approached the desk by making eye contact, introducing yourself, and letting the patient know how long the registration process will take," says Pletcher. "Staff also need to explain what happens next, and then thank them for choosing MUSC."
Recently, a process was implemented in which supervisors from other registration sites monitor staff. "Individuals who receive 100% on their customer service skills receive a free meal ticket," says Pletcher. "We hope to further develop this 'reward' system for great customer service."
Occasionally, a "secret shopper" sits in the waiting room and observes the interaction between registration staff and patients. "They document their observations on the same forms used by the supervisors," says Pletcher.
Use score card
"Good customer service in a patient access department is often defined as when the patient walks away and states, 'That was the easiest registration process I've been through,'" says Darcy Kochevar, director of patient access at Porter Adventist Hospital in Denver. Associates are observed and rated using a score card.
"The manager gives the feedback to the associate immediately after the patient has been completed," says Kochevar. For instance, the associate may be told how he or she could have answered a patient's question more clearly with a scripted response.
"The leadership team of the department shadows the associates, both with the associates' knowledge and often without them knowing we're listening," says Kochevar. "Staff should know that you are always observing them and their customer service skills."
Managers are looking for the staff to use Acknowledge/Introduce/Duration/Explanation/Thank You (AIDET) behaviors.
"These behaviors make the patient feel welcome, explain what is happening and how long it will take, and thank them for choosing our hospital for services," says Kochevar. "The scores are used in monthly evaluations."
[For more information, contact:
Darcy Kochevar, Director of Patient Access, Porter Adventist Hospital, Denver, CO. Phone: (303) 765-6614. Fax: (303) 765-6535. Email: [email protected].]
At the Medical University of South Carolina (MUSC) Health in Charleston, registration staff are carefully trained in greeting patients and providing a high level of service. "The staff are then monitored to assure adherence to this practice of great customer service," says Susan Pletcher, director of health information and patient access services.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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