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Customer Satisfaction Survey Processes

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					NYS Empire Quality Partnership
   “Improving Customer Service
  Programs through Utilization of
   Customer Satisfaction Tools”


             Deborah J. Urbank, LNHA
    ElderWood Health Care at Lakewood
                         Hamburg, NY
     ElderWood Health Care at
            Lakewood
 166 bed facility
 Western New York suburban location just
  south of Buffalo
 Opened in 1985
 Offer skilled nursing and subacute
  rehabilitation
Initial Phases of Survey Process
 Initially used a homegrown product
 Met with barriers
     Limited benchmarking
     Did not ensure anonymity for customers
     No correlation to overall satisfaction
     Study of data was cumbersome
Enhanced survey tools
   Began using a national vendor in 2005
     Long    term care residents and families
          Annually
     Short   term care residents
          Upon discharge
     Employees
          Annually
Advantages of new process
   National, state, and corporate benchmarks
   Ensures reliability and anonymity of data
   Correlation between individual survey criteria
    and “overall satisfaction” and “recommendation
    to others”
     Priority   Action Agenda
   Individual customer groups
     Ability   to focus on differing customer needs
Data Processing
   Data brought to Continuous Quality
    Improvement Committee (CQI)
     Interdisciplinary   team with all facility departments
      represented
   Priority Action Agenda items reviewed
   Entire CQI team brainstorms
   Action Plans determined
   Action Plan Team Leaders assigned
Action Plan Progression
   Action Plan Team Leader takes
    responsibility for…
     Recruiting supporting team members –
      management or frontline
     Developing plan using process improvement
      method - i.e. Plan-Do-Study-Act (PDSA)
     Reporting progress to CQI Committee
Process Improvement Method (PDSA)

   Plan is developed –
     Root cause analysis used to decide on course of
      action. (Why? Why? Why?)
   DO - Carry out the plan.
   Study – how well did the plan work?
     If desired results achieved – proceed to Act
     If not – go back to plan and start over

   Act – Incorporate successful plan into processes
Barriers Met and Resolved
   Obtaining sufficient data
     Recently   began considering long term care resident
      and family congruently for reliable response data
     Customer comments used to further investigate
      criteria responses
     Process revised to ensure every short term care
      resident receives survey prior to discharge
     Raffle giveaways to encourage employee response
Impact of Customer Service
Surveys
   Survey results are linked to improved
    customer service
     Survey results are obtained
     Processes are developed based on results
     Processes incorporated into systems
     Systems produce desired results
The rest of the story….
 Formal survey results are used to develop
  systems to please our customers but…
 Informal day to day listening has been
  equally important
 Strive to keep abreast of changing
  customer needs
Role of Staff in Customer Service

 Core value based staff training has been
  an integral factor
 Happy, contented staff produce satisfied
  customers
 Staff are empowered to listen and respond
  to customer needs and desires
Customer Service Programs
   Family Forum
   Family Orientation
   Customer Relationship Management Program
   ElderBridge
   Unit Liaison
   Make A Wish
   Pass It Forward
Results: Long-term care
Family/Resident Recommendation to Others
                                 LTC Family/Resident
                              Recommendation To Others




                 LAK '06                                          91%




                 LAK '07                                                 94%




     Nat'l Peer Group '07                  84%



                        78%   80%   82%   84%   86%   88%   90%   92%   94%   96%
                                           Percent Exc./Good
Results: Long-term care
Family/Resident Overall Satisfaction
                               LTC Family/Resident
                               Overall Satisfaction




                LAK '06                                           92%




                LAK '07                                                 94%




    Nat'l Peer Group '07                  84%



                       78%   80%   82%   84%   86%   88%   90%   92%   94%   96%
                                          Percent Exc./Good
Results: Short-term care
Recommendation to Others
                           STC Recommendation to Others
                                 June '07 - July '08




   Nat'l Peer Group                                    77%




              LAK                                             97%




                      0%      20%    40%     60%      80%    100%   120%
                                       Percent Exc./Good
Results: Short-term care
Overall Satisfaction
                            STC Overall Satisfaction
                              June '07 - July '08




    Nat'l Peer Group                                    77%




               LAK                                             97%




                       0%   20%     40%     60%        80%    100%   120%
                                      Percent Exc./Good
Next steps
 Continue with current process which
  includes using the national vendor
 Incorporate specific questions focused on
  person-centered care
 Use survey results to direct culture change
  initiative

				
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posted:9/17/2011
language:English
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