Key 3: Customer Service - The Baptist Health Care Leadership Institute

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Key 3: Commit to Exceptional Customer Service

How Do Your Customers Rate Your Service?

If you are in health care, then your customers include not only patients and visitors, but also your physicians. Do you know how each of these customer group would rate the services you provide? How often do you measure their satisfaction? And, most importantly, what do you do to improve based on their feedback?

If your customer satisfaction is not meeting your goals, The Health Care Leadership Institute knows how to help. We have the resources and tools, but we also know how to motivate and inspire your workforce to exceed their customer’s expectations.

Are You Positioned for Success Under HCAHPs?

Baptist Health Care Leadership Institute can help you with your performance on the standardized CAHPS® Hospital Survey (HCAHPS). The new survey increases hospital accountability and incentives for quality improvement across the country. The survey gives an “apples to apples” comparison of patients’ perspectives on inpatient hospital care to support consumers in making informed healthcare choices. And, hospital HCAHPS data is open for public review.

If your customer satisfaction is not meeting your goals, The Health Care Leadership Institute has the resources and tools to motivate and inspire your workforce to exceed your customer’s expectations.

Explore our free resources and our many tools that will help you improve customer satisfaction and your HCAHPS scores.

Make sure to read our brand new article "Quick Guide to Access HCAHPS Public Results" in the Tips and Tools section of the Knowledge Center below.