Satisfaction scores benchmarked against the preeminent national database increased from the 40th to the 96th percentile. Prestigious national award for outstanding improvement in its patient satisfaction. Sustained customer satisfaction success.

The Client

Merged Urban Hospital System

The Business Problem

A recent merger combining two large urban hospitals creates predictable employee morale problems and declining patient satisfaction scores. 

SSA’s Methodology

• Complete review of pre-merger and post-merger customer satisfaction data.
• Establish and facilitate a customer satisfaction steering committee to research best practices, develop a new customer service philosophy and devise satisfaction target goals.
• Establish and facilitate design teams tasked with development of service standards and customer interaction guidelines, measurement and reporting processes, service recovery, and rewards and recognition activities.
• Select initial hospital units to pilot new system design.
• Provide consulting support to pilot implementation.
• Provide consulting support to rollout of new system.