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Article: Service excellence begins with behavioral change.
- Article from:
- Hospital Access Management
- Article date:
- February 1, 2005
CopyrightCOPYRIGHT 2005 A Thomson Healthcare Company. 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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Service excellence begins with behavioral change
Initiative works because everyone owns it
oThis is a journey; weAEll know weAEve arrived when they donAEt need us anymore,o says Sandy Gregg, RN, MN, MHA, director of service excellence for Providence Health System in Portland, OR. oMy goal is to work myself out of a job.o
Although GreggAEs is a full-time position, the team that is responsible for implementing the message throughout the systemAEs Oregon hospitals doesn't comprise full-time service excellence employees, she points out. oThatAEs purposeful, because service excellence is not a role; itAEs the organizationAEs work. So everyone owns ...