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PubMed · 10662084

Developing a customer-service and cost-effectiveness team.

L Haynie·B Garrett
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Abstract

A healthcare organization in northeast Georgia developed a team approach to meet the challenge of unacceptable customer service scores, improve numerous system inefficiencies, promote staff accountability, and maintain an emphasis on cost-effective and efficient utilization of resources. This article describes the development of a team comprising a variety of staff members to support all managers in this effort. The outcome was an improvement in customer satisfaction scores from the lower half of the survey database to the top third.

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Consumer BehaviorCritical PathwaysDelivery of Health Care, IntegratedGeorgiaHospital Bed Capacity, 300 to 499Institutional Management TeamsOrganizational ObjectivesProgram EvaluationStaff DevelopmentTotal Quality ManagementJournal Article

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L Haynie, B Garrett. Developing a customer-service and cost-effectiveness team.. https://doi.org/10.1111/j.1945-1474.1999.tb01001.x

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