2.50
Hdl Handle:
http://hdl.handle.net/10755/306596
Category:
Abstract
Type:
Poster
Title:
The Power of Customer Service
Author(s):
Wawrzyniak, Laurie
Lead Author STTI Affiliation:
Non-member
Author Details:
Laurie Wawrzyniak, MA, BSN, RN, Laurie.widmer-wawrzyniak@stjohn.org
Abstract:

Evidence-based Practice Abstract

Purpose: The purpose of this project was to create the best patient experience possible for the Emergency Room patient both from a customer service and a patient safety perspective. Customer Service is an extremely important initiative in Emergency Medicine, in order to create a visit conducive for healing of the mind, body, and spirit. Customer service is necessary, in today’s world, in order to achieve a satisfied patient. As Emergency Medicine becomes more competitive, in a large urban area, it is essential to holistically care for all of the needs of the patient. Clinical skills and innovation are of utmost importance; however, a well-balanced visit inclusive of communication, respect and dignity, also must be maintained throughout the patient’s visit.

Design: A multidisciplinary team met for a process improvement project to determine each point of contact made with the patient, in order to examine and determine ways to enhance the experience. At each interaction, guidelines and interventions were developed to assist in the customer service initiative.

Setting: The hospital is a 772-bed teaching hospital in Detroit. The Emergency Center, a Level II Trauma Center, is Stroke, Chest Pain Center and Heart Failure Center accredited, which treats approximately 117,000 patients annually.

Participants/Subjects: The participants involved were Valet, Security, Registration, Registered Nurses, Technicians, Health Unit Coordinator’s, Physicians, Pastoral Care and Guest Relations.

Methods: During the planning phase, we utilized Six Sigma concepts and flow mapped all the possible interactions a patient could have in our Emergency Room. After this, we had meetings with all the participants and talked over what the best interventions would be from a customer service standpoint. From customer complaints we trended the information and found that customers felt communication or lack thereof and team work were among the largest complaints. We therefore worked on this at all of our meetings along with literature based initiatives for customer service. The team developed specific interventions for each discipline to create the tool-kit. The tool-kit was created for easy references for each discipline coming in contact with the Emergency Center patient. We then developed an educational plan to assist staff in customer service and have made it a standing agenda item in the staff meeting. Our hope is that the tool kit and monthly meetings will provide assistance for enabling the appropriate behaviors and communication, promoting a culture of customer service for everyone in the ER.

Results/Outcomes: Presently we have an in house survey that asks customer service questions specifically producing a net promoter score. Our current score is 81.13%, with these initiatives, and over the next quarter we hope to significantly improve our net promoter score.

Implications: The customer-service tool kit is in place and staff has been educated on its usage. Overtime we hope that all the interventions in the tool-kit will be a part of our daily care of the patient in our Emergency Center.

Keywords:
Customer Service in the ED
Repository Posting Date:
9-Dec-2013
Date of Publication:
9-Dec-2013
Conference Date:
2013
Conference Name:
2013 ENA Annual Conference
Conference Host:
Emergency Nurses Association
Conference Location:
Nashville, Tennessee, USA
Description:
2013 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at Gaylord Resort and Convention Center
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_GB
dc.type.categoryAbstracten_GB
dc.typePosteren_GB
dc.titleThe Power of Customer Serviceen_GB
dc.contributor.authorWawrzyniak, Laurieen_GB
dc.contributor.departmentNon-memberen_GB
dc.author.detailsLaurie Wawrzyniak, MA, BSN, RN, Laurie.widmer-wawrzyniak@stjohn.orgen_GB
dc.identifier.urihttp://hdl.handle.net/10755/306596-
dc.description.abstract<p>Evidence-based Practice Abstract</p><p>Purpose: The purpose of this project was to create the best patient experience possible for the Emergency Room patient both from a customer service and a patient safety perspective. Customer Service is an extremely important initiative in Emergency Medicine, in order to create a visit conducive for healing of the mind, body, and spirit. Customer service is necessary, in today’s world, in order to achieve a satisfied patient. As Emergency Medicine becomes more competitive, in a large urban area, it is essential to holistically care for all of the needs of the patient. Clinical skills and innovation are of utmost importance; however, a well-balanced visit inclusive of communication, respect and dignity, also must be maintained throughout the patient’s visit.</p><p>Design: A multidisciplinary team met for a process improvement project to determine each point of contact made with the patient, in order to examine and determine ways to enhance the experience. At each interaction, guidelines and interventions were developed to assist in the customer service initiative. </p><p>Setting: The hospital is a 772-bed teaching hospital in Detroit. The Emergency Center, a Level II Trauma Center, is Stroke, Chest Pain Center and Heart Failure Center accredited, which treats approximately 117,000 patients annually.</p><p>Participants/Subjects: The participants involved were Valet, Security, Registration, Registered Nurses, Technicians, Health Unit Coordinator’s, Physicians, Pastoral Care and Guest Relations.</p><p>Methods: During the planning phase, we utilized Six Sigma concepts and flow mapped all the possible interactions a patient could have in our Emergency Room. After this, we had meetings with all the participants and talked over what the best interventions would be from a customer service standpoint. From customer complaints we trended the information and found that customers felt communication or lack thereof and team work were among the largest complaints. We therefore worked on this at all of our meetings along with literature based initiatives for customer service. The team developed specific interventions for each discipline to create the tool-kit. The tool-kit was created for easy references for each discipline coming in contact with the Emergency Center patient. We then developed an educational plan to assist staff in customer service and have made it a standing agenda item in the staff meeting. Our hope is that the tool kit and monthly meetings will provide assistance for enabling the appropriate behaviors and communication, promoting a culture of customer service for everyone in the ER. </p><p>Results/Outcomes: Presently we have an in house survey that asks customer service questions specifically producing a net promoter score. Our current score is 81.13%, with these initiatives, and over the next quarter we hope to significantly improve our net promoter score.</p><p>Implications: The customer-service tool kit is in place and staff has been educated on its usage. Overtime we hope that all the interventions in the tool-kit will be a part of our daily care of the patient in our Emergency Center.</p>en_GB
dc.subjectCustomer Service in the EDen_GB
dc.date.available2013-12-09T17:00:30Z-
dc.date.issued2013-12-09-
dc.date.accessioned2013-12-09T17:00:30Z-
dc.conference.date2013en_GB
dc.conference.name2013 ENA Annual Conferenceen_GB
dc.conference.hostEmergency Nurses Associationen_GB
dc.conference.locationNashville, Tennessee, USAen_GB
dc.description2013 ENA Annual Conference Theme: Safe Practice, Safe Care. Held at Gaylord Resort and Convention Centeren_GB
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission.en_GB
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