Posted: June 2nd, 2015

Topic: The Patient Experience: Model of Customer Service

The Patient Experience: Model of Customer Service

Learning Objective:

• Discuss customer service standards and their impact on the patient experience, quality nursing care and cost.

Directions:

1. Answer the following questions in an essay format:
   1. 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.
   2. 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.
   3. 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?
   4. 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?
   5. Why is customer satisfaction now tied to reimbursement? Cite references.