Healthy Returns

Abstract:Mayo Clinic Arizona (MCA) implemented a seven-prong model to improve its customer experience and perceived value. The seven prongs are the use of multiple data sources as drivers of improvement, accountability for quality of service, consultation and improvement tools, values and behaviors, education and training, monitoring and control, and recognition and reward. Customer satisfaction improved from two to nine percent in a variety of areas as measured by a five-point patient satisfaction survey. Collecting data met with some resistance from the staff at first, which was dealt with by communicating with resisters, keeping requests small, and working with department leaders to make data gathering efficient. By taking a comprehensive approach, MCA was able to take ideas from one department and apply them organization-wide and to support a long-term improvement in service quality. MCA continues to refine the processes and improve patient satisfaction. Partnering among service leaders improved …

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