E Newsletter - April 2007 - Corporate Health Group

April 2007 Your CHG Newsletter has arrived! Here's what you will find in this issue:		Setting the Stage for an Effective Customer Service Experience
		Engage Employees in the Service Delivery Process
		Reach Out to Physicians: They’re Customers, Too
		To Gain Employer Customers, Examine Their Needs

Through the years, we’ve learned that the customer experience an organization creates goes far beyond just the level of service it provides. In this issue, we explore the foundations for the customer experience, and provide tips to engage your customers and encourage new levels of commitment to your services and organization.

Setting the Stage for an Effective Customer Service Experience

Setting the Stage for an Effective Customer Service Experience

The customer service movement has been in full force in healthcare for many years. Much as the field has evolved, so has this movement. Coupled with other initiatives, like the rise of Malcolm Baldridge National Quality Improvement Act and Magnet Hospital designation, as well as multiple others in the industry, stepped-up service has invariably made healthcare a better place to be.

With all the models out there, however, it’s easy to lose your own focus. Who’s really the customer at any given point and time, and what do they really want? Is one more important than the other? And how do they all fit together?

>> Read Full Article

Engage Employees in the Service Delivery Process

The lifeblood of your organization and your brand, your employees are often termed your greatest resource. And they’re your greatest investment, too. After all, they’re the largest piece of your budget—with their salaries, on average, making up more than two-thirds of the typical hospital operating costs.

They’re also in high demand, in large part because they’re increasingly deciding to move out of hospital settings and into ones that provide them with more flexibility and life balance.

If there ever was a time to understand how employees play dual roles, it’s right now.

>> Read Full Article

Engage Employees in the Service Delivery Process

Reach Out to Physicians: They're Customers, Too

Reach Out to Physicians: They’re Customers, Too

With the physician customer, it’s easy to get caught up in all the ways you want them to partner with you in delivering care. The word “partner” can mean a lot of things, but in an ideal world, it means that you want them to be nice to your staff, treat your patients well, provide the highest level of care and refer all their patients to you.

If this is your primary view, you’ve likely overlooked a major role physicians can play as partners—the physician as customer. Your job is in knowing and understanding your physician customer and what they want, as well as being proactive about fulfilling those needs.

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To Gain Employer Customers, Examine Their Needs

The role of a hospital plays in helping other businesses to grow the health of their employees is a huge responsibility. Businesses today are the primary provider of health insurance for employed Americans, and the costs of providing care pose a big concern.

Companies are proactively looking for ways to better control their costs of healthcare through better utilization, better negotiation with third-party payers, creating safer work environments, and working with employees to help to prevent, rather than merely treat, the onset of disease.

Who better to partner with employers in meeting these goals than the local hospital?

>> Read Full Article

To Gain Employer Customers, Examine Thier Needs

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