By Michelle Holztrager, RN

Ten months ago, THMCC enhanced our Customer Experience Program TeamCARE, which is a patient experience initiative to improve and enhance the delivery of healthcare and customer service to patients, clients and peers! The initiative includes several key components:

  • Award points/prizes for meeting specified criteria
  • Viewing customer service videos and completing corresponding quiz
  • Reading Customer Service Modules and completing customer service exercises
  • A Customer Service Slogan contest
  • Quarterly customer service, client and team focused events
  • A monthly client focus
  • A monthly THMCC newsletter

Quantitative and observable results have been quite impressive. During the first quarter of 2013, THMCC  had no customer service complaints.  In addition, our compliments have increased by 25% from 2011 to 2012. To date, all THMCC employees have either completed or are working toward completion of our TeamCARE competency program. Observable and no less impactful, has been unprecedented teamwork and collaboration, an upbeat, positive atmosphere and an increase in common acts of kindness!

The bottom line to a successful patient experience/customer service campaign is self- awareness, coaching and mentoring, open communication, setting expectations and holding each other accountable. This trickle-down effect can’t be achieved without the buy-in and sincere participation from top level management on down. Management involvement has encouraged employee involvement, employee initiative and participation. The best part is that we all benefit from a supportive, thoughtful and gratifying atmosphere!

To guard against the pitfall of complacency, a patient experience committee was formed to elicit fresh ideas and engage the staff. I don’t view this as a program but an integral part of our everyday interactions formed out of habit to treat everyone, every day with dignity and respect regardless of our circumstances.

 

Michelle Holtztrager, TeamHealth Medical Call Center Leadership, Director of Education and Staff Development

Michelle Holztrager, RN

Michelle Hoztrager, RN, is the Director of Education and Staff Development for TeamHealth Medical Call Center. She has twenty-five years of senior management experience in healthcare.