Customer Experience Evaluation

Purpose

As healthcare becomes more competitive with the shift toward value-based care, providers who aim to stay relevant need to focus on client experience. Customer service is one of the key differentiating factors that add value in the new healthcare environment, leading providers to need to strengthen their cultures as well as enhance their customer service strategies to remain relevant. The focus of this intensive Customer Service Train-the-Trainer Training will be on understanding the current customer service realities, enhancing skills and raising awareness at all levels of the organization on becoming customer and consumer centric.

Process

Kick-Off meeting with senior and program leadership to establish the process and format of the consultation work and identification of focus groups.
Two Consultant-led focus groups focusing individually on staff and consumers to understand the current culture and customer service realities, which will form the basis of the customized Customer Service training materials.
Customized Train-the-Trainer training led by an expert consultant, provided to organization identified trainers. Trainers will first be trained on the 1-hour training they will be providing for the organization, followed by a 1-hour training on utilizing the materials effectively.
Leadership Results Review with Consultant meeting to include the organization leadership and trainers to review focus group and survey results with tailored recommendations.
Final Trainer/Leadership Post-Training 1-hour Session with the consultant to assist with any questions and/or troubleshoot new training practice and policies.

Timeframe: 1-4 months

Outcomes:

● Enhanced patient/client satisfaction.

● Improved staff satisfaction.

● In-house trainers who will lead continued training efforts to ensure standardized
processes continue.