Improving Patient Sensitivity in Doctors and Hospital Staff

COMPANY/ORGANIZATION

A South Florida hospital. The CEO of the hospital saw the need to provide exceptional customer service to differentiate itself from the competition and avoid being acquired.

PROBLEM

The hospital was undergoing a series of changes involving personnel, organizational alignment and even an expansion of the property which caused disruption to the entire staff. The attitude of many of the hospital personnel was focusing on the negative aspects of the changes and reflected on reduced sensitivity towards the patients. Some ratings from the Joint Commission were below average and the public opinion about the hospital was poor.

SOLUTION

Management Resources Inc. (MRI):

Developed a program to meet the hospital's needs based on the input from the CEO, the Assistant VP of Planning and one Department Director Different programs were developed for different levels in the organization: an executive program for doctors and administration a program for the staff a program for entry level personnel.

The entry level program included customized excerpts of MRI's programs in:

Leadership
Customer Service
Service Recovery
Change Management
Telephone Etiquette
Team Building
Personal Change

This program is delivered in Spanish and occasionally in English The program was administered to all personnel.

RESULTS

Personnel who have attended the program show excellent results. Their attitudes show considerable improvement. The Joint Commission ratings improved considerably. The hospital is among the top ten Hispanic businesses and one of eleven (11) hospitals who are still independently owned in Florida.

Managing Partner, Management Resources Inc

---

You Cant Not Communicate

Most of us would like to be better communicators. As leaders, co-workers, team members and in all of the other roles we play both professionally and personally, we know that communication is a... Read More

Time-Wasting Problems - One Question to Move You Forward

In any organisation, progress is frequently impaired by the time taken up to resolve problems that occur again and again - usually with people's performance (or not!). At a macro level, there could... Read More

How to Deal With Salespeople

If you are an executive, you may sometimes feel like a open jelly sandwich at a picnic. Every crazy critter in the world wants to bite into your budget. Here's how to protect... Read More

5 Ways to Work More Effectively With Your Administrative Assistant

Stop hiring new administrative support staff. And learn how to retain your existing administrative staff.Are you a manager, director or other senior-level personnel who wants to work more effectively with your administrative support... Read More

Never Wrestle with a PIG

The business books at the library and book stores fill many shelves. Some authors tend to run a little long at the keyboard. There is one voice that stands out from the crowd,... Read More

Business Innovation ? Tacit Knowledge

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

An Original Perspective on Waging Conflict as a Way to Promote and Restore Self-dignity

Conflict is a fact of life for all of us, but too many painful consequences are generated by avoiding or managing it in the wrong way. When we deal with everybody else day... Read More

Employees - Treat Them the Way They Expect to be Treated

When you have to deal with one of your team who's complaining to you, rather than allowing your negative programmes to take over, get your thinking part in gear and try to see... Read More

Performance Management Made Easy

Performance Management is a process that both employer and employee often fear!Why is this so!There is much misinformation about the performance management process and performance appraisals in management circles today. We often think... Read More

Is ISO 9001 2000 Right For My Business?

Firstly you should decide your own reasoning behind considering ISO 9001 2000 registration for your business.Is the number of registrations in your market sector increasing?Are your competitors seeking registration?Are your customers asking about... Read More

5 Awesome Actions of Highly Creative Leaders!

How many times have you wondered why you are unable to "think-out-of-the-box" more often?We are all products of our environment and our backgrounds usually prevent us from viewing situations with the unique eyes... Read More

Tales from the Corporate Frontlines: Workplace Ethics: Reaching the Highest Standard

This article relates to the Ethics in the Workplace competency, commonly evaluated in employee surveys. It gives examples of how employees and customers consider ethical behavior and sound values an integral part of... Read More

Management Procedures Usability ? How to Improve

Are your people consistently following your procedures? Each year, organizations lose thousands of dollars through common mistakes and lapses in usability. But what does that mean for business owners and executives?Ask yourself: ?... Read More

Creativity and Innovation Management ? Idea Progression

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are other useful definitions in this field, for example, creativity can be... Read More

Dont Sweat the Small Stuff with Your Credit Policy

Do you know how many customers you have that are past due right now? How many bad checks are sitting on your desk that you don't know what to do with? How many... Read More

Holding Effective Meetings Can Be Easier than You Think!

I'm sure you've experienced those typical "headache" meetings! You know the kind I'm talking about -- the ones where the key players are running late, no one knows exactly why the meeting was... Read More

Are You Measuring Something Meaningful?

Avoiding inert measures that anaesthetise your performance management.INTRODUCTIONYou sit before the monthly report, which might be an inch or so thick, and you contemplate whether it's the best use of your time to... Read More

Building Shareholder Value Through Your People

Increasing shareholder value is the most important driver for organisations in the modern business world. Shareholder value is built through growing profit and building confidence in the organisation, which moves share prices upwards.... Read More

Behavioral Extensions and Its Implications at Workplaces

The study of Behavioral extension involves investigating the source of an actual demonstrated behavioral action. According to Behavioral Extension belief, no action can be seen as a disconnected expression. Every action is a... Read More

Structure Your Payment Offers to Sell More Products

The way you structure your payment offers can increase your sales. I'm not talking about the way people pay like credit cards, digital payments, checks, and cash options. What I'm taking about is... Read More

Transform Any Business into a Go-Getting Power House by Working SMART

Probably as well known as SWOT, SMART turns goals, objectives and tasks into concrete deliverables. If there is one key to turning busy, ineffectual organisations into models of streamlined efficiency then this is... Read More

Hiring Great People And How to Be One Yourself: Five Secrets

Bad news.Your senior vice-president, your marketing director or your accounting department head has decided to retire, move to Okinawa or start his own business??and you're left staring, horrified, at a polite letter of... Read More

Lack of Operations Manuals Stunting Your Growth?

Lack of Operations Manuals stunting your growth?CONTENTS:1. Do you lack functional Operations Manuals? 2. Use a SYSTEM to write your Operations Manuals! 3. Yes, but my people just don't/won't write stuff down! 4.... Read More

Creating Your Own Business Upturn - Powering Business Development

We all see it . . . business markets are trying hard but continue to be flat, easily scared, and "frozen in the headlights," - - - primarily maintaining, and definitely not building.... Read More

Time Management Tips for Managers

Late last year I was presenting a workshop for the senior managers of a major organisation. Whilst doing a pre-workshop survey to assess the challenges these managers were experiencing it became very apparent... Read More

Goodwill is an Intangible Asset

'Goodwill' is regarded as an intangible asset in a business. Goodwill carries a value over and above the tangible assets of a business, and representing all benefits derived from the distinctive location, trade... Read More

5 Questions Great Managers Ask (and they arent hard!)

However hard we try, we seem to make life more difficult for ourselves; more challenging; more complex. Yet it needn't be so. try out these five questions with a regularity; a discipline and... Read More

Examining the Relationship Between Employee Satisfaction and Customer Satisfaction

Researchers have undertaken numerous studies to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability.... Read More

One Simple Idea to Grow Your Business

Perhaps the most common theme I've heard in working with business owners or managers is that they rarely have time to plan for the future. They are so busy with day to day... Read More