May 22, 2012

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Stories and Videos - Service

AIDET by the letters

05/21/2012 This Hank story describes the meaning behind the AIDET acronym and how it can be used to improve customer service [ STORY ]

Simple steps to superior service

05/21/2012 This cover story from the Spring 2012 Hank shows how two proven practices can help teams achieve their service goals without starting from scratch and get a big jump ahead--fast. See how a team in Ohio is using AIDET and how one in Southern California is using NKE Plus. [ STORY ]

Going for the gold

05/21/2012 This story from the Spring 2012 Hank describes how, working in partnership, Vision Essentials in Southern California rolled out express service for patients in need of glasses in a hurry. [ STORY ]

Editor's letter: Putting the care back into health care

05/21/2012 How do you keep your focus on the individual standing in front of you—the patient at the center—when you're already juggling as fast as you can? This editor's letter from the Spring 2012 Hank offers some ideas. [ STORY ]

Ohio: Simple ways to keep patients informed

03/21/2012 The use of whiteboards to keep patients informed of any appointment delays has been one of the more successful effective practices to spread among teams in the Ohio region, as this article from the 2011 LMP Performance Report explains. [ STORY ]

Fontana NICU opens the door to service, 24-7

02/28/2012 Fontana's Neonatal Intensive Care unit improved service by moving to around-the-clock visiting hours. [ STORY ]

Data helps team boost service

02/01/2012 The Health Information Management team at Fresno Medical Center invents a survey to determine and address customer complaints and takes steps to improve response times. [ SNAPSHOT ]

Communication improves patients’ attitude toward waits

01/26/2012 Cleveland Heights general surgery department uses whiteboards and reception-area rounding to keep patients informed of wait times and improve service scores. [ SNAPSHOT ]

One-to-one assistance boosts charity applications

01/11/2012 The Oakland Patient Financial Services team assigns a counselor to patients in-need to boost charity care applications. [ SNAPSHOT ]

Lab provides speedier service, reduces missing orders

12/16/2011 A Northwest lab works on reducing the number of missing orders and improves coordination with other departments. [ SNAPSHOT ]