Client Results · Healthcare
Community Hospital: Restoring Pride and Reputation
A 300-bed community hospital in an underserved community, part of a large county healthcare system, asked Moran to improve customer service and its image in the community.
Let’s Talk About Your Challenge+55%reputation for good care
+32%positive image of care quality
~800employees trained in-house
“Internal trainers became ambassadors for change.”
The Challenge
What the hospital was facing
Survey results showed a very poor community perception of the quality of care.
✓Patient satisfaction at an all-time low and complaints at an all-time high
✓Low morale and little pride in individual work
✓A poor image in the community
The Approach
What Moran did
01
Senior management alignment
Clarity and consistency around the vision and goals, with leaders committed to communication, engagement, measurement and recognition.
02
Train-the-trainer
An “audition” process uncovered hidden talent; internal trainers delivered Service Essentials™ to about 800 employees.
03
Service Essentials™ for Everyone
Customer service training for all staff.
Results
Three years after training
+55%ratings of the hospital’s reputation for good patient care
+32%positive image of the quality of care
Dramaticreduction in patient complaints
Strengthen your reputation for care
Talk with Moran about service and culture in your hospital.
Let’s Talk About Your Challenge