Challenge: A major healthcare organization wanted to create a cost effective customer care program to deliver to all employees. The goal was to increase Press Ganey patient satisfaction scores and improve internal relationships with all staff.
Develop customized training program and Train the Trainer for internal staff
Coordinate scheduling of training to respond to operational concerns
Identify and train internal employees
Launch customer care initiative
Ensure that top level executives were onboard to support initiative
Worked closely with Human Resources to ensure workshop reflected hospital culture and met overall objectives
Created customized scripts and case studies
Conducted train the trainer for 16 internal employees
Held overview for senior level executives
Provided ongoing support for launch and rollout of program
Press Ganey scores rose in the 2 quarter following rollout of program
Employees cited benefits of improved internal communication and teamwork
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Contact Marilyn Davidoff, the principal of MGD Enterprises, to discuss your training, coaching, or organizational development needs. Email us or call 732.952.5135. We'll get back to you within 24 hours.