Posted: June 2nd, 2015
Topic: The Patient Experience: Model of Customer Service
The Patient Experience: Model of Customer Service
- Answer the following questions in an essay format:
- Describe your organization’s customer service/patient experience model. Include standards, measures, staff training, reward and recognition programs. If you are not currently part of an organization, interview a nursing colleague about their institution for this discussion.
- Discuss how well the customer service model works. Provide 2 examples illustrating the effectiveness of the model. If it is not effective, provide 2 examples illustrating the ineffectiveness of the model. Provide rationale for your answer.
- Describe the customer service model/patient experience on your unit or in your department. What is nursing’s role? What is the nurse manager’s involvement?
- Describe how customer satisfaction is measured on your unit? If customer satisfaction is high, how is it maintained? If it is low, what strategies are in place for improvement?
- Why is customer satisfaction now tied to reimbursement? Cite references.