Client Results · Government
Healthcare: A County Health Clinic
Part of a large county health department’s organization-wide culture initiative, a state-funded Women, Infants and Children (WIC) program was facing declining caseloads, participation and show rates that put its discretionary funding at risk.
Let’s Talk About Your Challenge−25%time from check-in to discharge
+13%appointment show rate
+5%caseload
Shorter waits and better service brought patients back.
The Challenge
What the clinic was facing
A diverse team of nurses, nutritionists, lab technicians, receptionists and support staff needed to turn around patient experience.
✓Declining caseload, participation and show rates
✓Discretionary funding at risk
✓Many complaints about poor service
✓Long wait times and slow processing of patient results
The Approach
What Moran did
01
Service Essentials™ for Everyone
Customer service training for all staff.
02
Department-specific standards
Customer service standards built with frontline staff and leaders to assure buy-in.
Results
In three months
−25%time from check-in through discharge
+5%caseload
+4%participation rate
+13%show rate
Improve the patient experience
Talk with Moran about service standards and training for your organization.
Let’s Talk About Your Challenge