Clinic
Assessments How
well are your clinics performing? Do you want to ensure that
receptionists, technicians, and other staff are following
proper procedures and treating prospective and repeat customers
courteously and professionally?
Our
customer service assessments provide you with:
•
Service standards development and implementation;
•
Critical customer feedback and an impartial,
mystery shopper review of service levels and staff quality;
•
Proven methods to identify clinical strengths
and weaknesses, opportunities, and constraints that may affect
the ability to achieve a high level of performance;
•
Realistic recommendations and strategies
for achieving goals and resolving constraints;
•
Methodologies for measuring clinic performance
on an on going basis to track progress and help ensure that
objectives are planned and achieved.
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Security
/ Safety Assessment
How
is your Security Department performing? Are they proactive and quick
to respond to emergency situations?
We
will rate security performance by surveying staff members who work directly
with security personnel. Our tried and tested survey procedures will
identify potential problem areas and initiate dialogue for improvement.
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Guest
Services / Concierge / Hotel Facility
Does
your facility offer special services or perks for patients, visitors,
and staff? If so, are these services creating good will or negative
impressions?
We
develop standards and rate performance of all non-medical services,
including valet parking, concierge, hotel facility, gift shop, etc.
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Admissions
Are
your patients and their families greeted promptly and courteously when
they arrive at your facility, and is the check in process "painless?"
It's never any fun having to check
in to a hospital. Is your staff doing all it can to make a customer's
visit as pleasant as possible? Are the little things being done right
to create a lasting, favorable impression?
Service
Reports will assess admissions performance to help ensure that your
patients and their families receive the warm welcome they deserve.
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Human
Resources
Is
your HR staff handling incoming calls and job applications in a timely
fashion? Are they treating applicants as potential customers or future
valued employees? Are you satisfied with efforts to recruit excellent
employees? If not, then perhaps you
should consider auditing your hiring process. Service Reports can assess
HR performance and help you determine if changes are needed.
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