10/10/2016
Creating a Culture of Customer Service Kara Besst, President & CEO Gritman Medical Center
Welcome & Introduction
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Gritman Medical Center
Our Services
. 24 Hour Emergency . Cancer Resource Center . Cardiopulmonary . CCU/MSU/FBC . Clinical Nutrition/Diabetes . Diagnostic Imaging . Dialysis Clinic . Internal Medicine Clinic . Laboratory . Rural Clinics (Kendrick, Potlatch, Troy) . Sleep Center . Surgery Center . Wellness Center . Wound Healing Clinic
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Gritman Medical Center
• 331 Births • 1,310 Patients Admitted • 1,453 Hyperbaric Sessions • 1,502 Surgical Cases • 2,053 Wound Care Visits • 3,013 Mammograms • 7,570 Radiology Procedures • 9,317 ER Visits • 113,349 Lab Procedures
New Medical Office Building
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New Medical Office Building
. CHAS Clinic with added Dental . Oncology Services . Expanded Cardiac Rehabilitation . Diabetes & Clinical Nutrition Services
. 54,000 Square Feet
Creating a Culture of Customer Service
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https://www.youtube.com/ watch?v=cDDWvj_q-o8
Culture—A way of thinking, behaving, or working that exists in a place or organization (such as a business)
Merriam-Webster Definition
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Why focus on culture?
• Foundation for expectations, accountability and engagement • Leads to Engaged Employees • Better patient experience
Creating a Sense of Purpose
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Gritman’s Mission
To provide extraordinary care to improve the health of the people in our communities.
Gritman’s Vision
To be the leading provider of care in our communities and a recognized model for quality, service excellence and fiscal stewardship
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Target of Excellence
Identify Your Customers
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Why Focus on Employees?
• Happy Employees are 43% more productive • Hiring the right people • Standards of Behavior • Gritman Way Team
Gritman’s Values
• Compassion • Integrity • Collaboration • Accountability • Respect • Excellence
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Engage Staff
• Employees as Owners • Starting with the “Why” • Empower Staff to Improve Processes • Sharing Positive Experiences • My Inspired Sign
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Initiatives for Employee
• 10/5 Rule • Rounding on Employees • Thank You Notes • Managing Up • Rewards and Recognition • Communication – Weekly E Letters – Friday Flyer – Huddles • Standards of Behavior
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Develop Leaders
• Leadership Development • Studer Conferences • Emotional Intelligence • Crucial Conversations • Ongoing Education
Customer Service Initiatives for Patient • AIDET – Acknowledge – Introduce – Duration – Explanation – Thank You • Rounding on Patients • Whiteboards • Key Words at Key Times • Service Recovery
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Initiatives for Physicians
• Physician Engagement • Rounding on Physicians • Physician Liaisons • Communication – E Letters – Newsletters
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” --Maya Angelou
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Thank you
Questions
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