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DMC Customer Service
DMC Customer Service
DMC Customer Service Department
Detroit Medical Center©
Revised: January, 2010
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DMC Customer Service
Objectives:
• To introduce information about DMC
Customer/Patient Service and Satisfaction.
• To understand the Patient Satisfaction process and
surveys
• To understand “The Basics” of Customer Service.
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DMC Customer Service
Customer Service Goal:
To meet AND exceed our customers’ expectations!
Patients have many options when selecting a
healthcare provider. One way DMC differentiates
itself is by offering top medical care along with
world-class customer service. You make the
difference in our patients’ perception of the DMC
and their selection of our hospitals:
• Satisfied patients tell a few people
• Dissatisfied patients tell many people
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DMC Customer Service
“At Your Service” Program Description:
Any DMC customer that is not satisfied with their
visit for any reason will have the opportunity to
voice their concerns through our “At Your Service”
Customer Satisfaction questionnaire.
All customer responses will be reviewed and
addressed with each of the areas, personnel or
departments of concern.
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DMC Customer Service
Customer Service:
Customer Service is more than providing good
medical treatment:
• Patient satisfaction is an indicator of quality care
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DMC Customer Service
Hospital Consumer Assessment of Healthcare Providers and
Systems (HCAHPS):
• Developed by Center for Medicare and Medicaid Services
(CMS) and the Agency for Healthcare Research and
Quality (AHRQ).
• Adult patients discharged from general acute care
hospitals.
• Implemented on October 1, 2006.
• HCAHPS three “goals” are:
• To provide “apples to apples” comparison on patients’
perspective on care
• To create incentives for hospitals to improve quality of care
• To enhance public accountability and to increase
transparency
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DMC Customer Service
HCAHPS – Survey/Structure:
• Two “global” questions:
• Overall rating of hospital
• Likelihood of recommending hospital
• Seven focus areas “domains”:
• Communication with nurses
• Responsiveness of hospital staff
• Communication with doctors
• Physical environment (cleanliness and noise)
• Pain control
• Communication about medicines
• Discharge information
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DMC Customer Service
HCAHPS – Results:
Results are posted on CMS Hospital Compare
website: www.hospitalcompare.hhs.gov
• Results were initially posted in March, 2008.
• Subsequent results will be posted quarterly.
• Consumers can compare hospitals based on patient
satisfaction scores.
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DMC Customer Service
Press Ganey Patient Satisfaction Survey Results:
• If all patients report everything was “Good”, our mean score
would only be around 75.0 points. That score would put us at
the bottom of the percentile rankings.
• “Good” just isn’t good enough for Customer Service/Satisfaction
scores.
• Small changes in point scores can greatly affect our percentile
ranking. Our ranking shows how our Customer
Service/Satisfaction scores compare to other hospitals.
• Each one of us at the DMC has the potential to positively impact
our customers’ PERCEPTION.
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DMC Customer Service
DMC Customer Service Standards:
RESPECT:
• I will respect and protect the dignity of each person, convey kindness and
compassion. I will explain what is being done and why.
COURTESY:
• I will welcome customers with a smile and introduce myself with my name and
title.
OWNERSHIP:
• I will recognize every customer as my responsibility at all times.
PRIVACY:
• I will ensure customers’ right to privacy. I will ask permission to enter an area
when curtains or doors are closed.
PROFESSIONALISM:
• I will maintain professional behavior, adhere to the dress code and display my
DMC identification badge.
RESPONSIVENESS:
• I will provide service in a prompt, timely manner.
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DMC Customer Service
Your Role in Improving Customer Service:
• The DMC expects that each manager and every employee own
and take responsibility for patient satisfaction.
• Customer Service and/or patient satisfaction should be a
standing agenda item at all meetings.
• All survey comments are to be reviewed and shared with the
staff.
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DMC Customer Service
Answering Telephones:
• Answer the telephone within 3 rings
• Salutation (“Good Morning”, “Good Afternoon”, etc.)
• State hospital and department
• State your name
• Ask, “How may I help you?”
• Ask permission before placing the caller on hold
• Inform the caller when the expected person will come to the
phone
• Always thank the caller for waiting
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DMC Customer Service
Prompt and Appropriate Pain Management is a DMC
Customer Service Commitment:
The DMC is committed to:
• Taking patients’ pain seriously and providing the best pain
relief possible for the patients’ condition.
• If a patient complains of pain or shows behaviors that may
indicate pain (grimacing, moaning or crying, etc.) you should:
• Tell the nurse or healthcare provider right away, so that
something can be done to help relieve the patient’s pain
• Tell the patient you will notify the nurse right away and
then DO IT
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DMC Customer Service
What is Service Recovery:
• Service Recovery is the special effort the DMC expects you to
extend when things have gone wrong for a customer.
• Service Recovery is a focused effort to return a dissatisfied
customer to a state of satisfaction with the DMC after a service
or product breakdown.
The Service Recovery Process:
•
•
•
•
•
H = Hear the complaint with concern
E = Empathize and apologize
L = List what you’re going to do
P = Provide conciliation
S = Solve the problem
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DMC Customer Service
Parting Thought:
“The quality of a person’s life is in direct proportion
to their commitment to excellence.”
Create “WOW” Experiences!
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DMC Customer Service
Thank You:
We hope this NetLearning course has been both
informative and helpful. Please feel free to review this
course until you are confident about your knowledge of the
material presented.
Click the Take Test button, located on the left side of the
screen, to complete the requirements for this course.
For future reference this module is available on the
NetLearning Library under the 2010 Core Compliance
category. The NetLearning Library link is found on the
DMC Intraweb screen under the NetLearning drop-down
list.
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