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Customer Service Improvement
A.I. duPont Hospital for Children
10/1/05 - 12/15/06
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Role
and Scope Greg Stets (assistant practice administrator) identified problems in customer service delivery at the ACC clinic at the A.I. duPont Hospital for Children. These deficits were revealed by his observations and PressGaney survey data. I was given the mission to research and make recommendations on how to improve customer service. I performed the gamut of instructional design from analysis to print and online delivery, as well as team meetings, focus groups, and interviews. I reviewed extant data, observed associates and families, spoke to families, developed instruments, and worked with leadership and staff to implement the solution system. Background The Ambulatory Care Clinic serves approximately 1,200 families daily with about 220 associates. It is housed within the A.I. duPont Hospital for Children in Wilmington, Delaware and offers a variety of pediatric sub-specialties. Goal/Challenge PressGaney customer service scores were in decline or flat for all modules within the clinic. The key challenge was engaging staff and activating management as enthusiastic models: all associates had been through similar programs in the past that were not well-supported. Also, the scope of change also required implementing a solution system that addressed enterprise-wide issues and policies. Outcome Several modules saw an increase in customer service survey scores as well as more positive reports from managers. The clinic continues to improve its customer service delivery to this day. Other departments across the enterprise often request the program and its components such as the online course and job aids. | |||
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