Turn positive satisfaction info into morale-boosters
If you want to see how satisfied your customers are, some type of survey is probably the tool you rely on. Kathleen Bowles, a hospital admitting supervisor at The Ohio State University Medical Center in Columbus, says that patient satisfaction scores "are a concrete reflection of our efforts, that everyone in the department can understand."
These tell you how you are performing for your own customers, and also how you compare with your competitors nationwide.
"We are always evaluating the needs of our patients, changing cultural priorities, and improvements we can implement to ensure we are providing the services of choice for everyone," says Bowles.
The department's satisfaction survey asks patients to evaluate the speed of the registration process and the courtesy of the registration person who helped them.
Scores are received on a monthly or quarterly basis, and all are shared with each employee of the department. "We review the scores and set target dates for new processes," says Bowles. "Once we receive a new set of scores over a few months, we then evaluate whether our changes have had a positive impact. If not, we go back to the drawing board."
Individual departments are recognized on a quarterly basis, if they meet or exceed patient satisfaction goals.
"Administration conducts formal congratulatory presentations to the frontline staff in the department," says Bowles. "Also, monies are provided to purchase supplies that will better assist us in serving our customers."
Bowles' department was recognized for meeting or exceeding their patient satisfaction goals for the last three quarters of the last fiscal year, and received $3,000 to further improve scores. "We are currently evaluating options for office hour signage, and some more comfortable furniture, like cushioned chairs and rocking chairs," says Bowles.
Reviewing comments from patients regarding their own experience while at the hospital is a more informal way to keep track of satisfaction. "These may be positive, or not so positive," says Bowles. "Either way, it affords us the opportunity to specify process or customer service changes that may need to occur in order to meet the needs of our customers."
Bowles oversees the registrations for surgery patients as well as overnight admission patients. When patients are scheduled for an admission to the hospital, they arrive, register, and wait for a room assignment.
"This can sometimes take a little while. It depends on how full the hospital is at that time, the admitting needs from the emergency room, and several other factors," says Bowles.
As a result of some patients commenting on their dissatisfaction with waiting for a room, patient access is currently working to examine processes for bed placement.
"A new process will not only decrease patient wait times, but allow patients to remain at home until a room is available," says Bowles.
Occasionally, patients acknowledge a specific registrar by name or position who provided excellent customer service. "Once a supervisor is aware of the staff recognition, the registrar is praised via a congratulatory e-mail from our management team," says Bowles. "This is sent to the entire department."
[For more information, contact:
Kathleen Bowles, Hospital Admitting Supervisor, The Ohio State University Medical Center, 410 W. 10th Ave, Rhodes Hall, Room 105, Columbus, OH 43210. Phone: (614) 293-7315. Fax: (614) 293-5677. E-mail: [email protected].]
If you want to see how satisfied your customers are, some type of survey is probably the tool you rely on. Kathleen Bowles, a hospital admitting supervisor at The Ohio State University Medical Center in Columbus, says that patient satisfaction scores "are a concrete reflection of our efforts, that everyone in the department can understand."You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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