According to the report, KU Hospital often found patient satisfaction ratings in the single digits before 1999. However, training sessions on excellent service is one of the main reasons KU Hospital’s patient satisfaction levels have climbed to more than 90 percent since then, according to the report.
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Every new hire must undergo a day of training on customer service as part of his or her three-day orientation. During these sessions, new hires are urged to make eye contact with patients and families, smile frequently, knock before entering a patient’s room and listen intently.
Beyond new hires, any current employee who is “downgraded” on their customer service must attend one of the customer training sessions.
Related Articles on Patient Satisfaction:
U.S Patients Very Happy With Outpatient Medical Care
11 Ways to Improve ASC Patients’ Experience in 2012
20 Hospital Markets With the Lowest and Highest Patient Satisfaction Rates
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