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Article: The quest for service excellence--one group's journey.(Quality)
- Article from:
- Physician Executive
- Article date:
- July 1, 2009
- Author:
CopyrightCOPYRIGHT 2009 American College of Physician Executives. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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In this article ...
Explore the steps that one gastroenterology practice took to achieve excellent patient satisfaction scores.
While we have all experienced suboptimal customer service whether in a restaurant, a retail store, or in a health care setting, it is rare to be exposed to service excellence.
Throughout many industries including health care, financial and time constraints leave staff and customers feeling increasing time urgency and less overall satisfaction. These constraints have forced the major focus to be on the completion of tasks rather than monitoring the experience of those at the receiving end of services and efforts.