Video

Colorado Service Excellence

Together, Colorado UBTs and sponsors boost patient satisfaction

Colorado’s Englewood Medical Offices achieved 100% satisfaction in patient greeting and 93% overall patient satisfaction in September 2009. Watch this video to find out: (1) how UBTs and service excellence reward both members and staff; and (2) what it takes to make great service happen.

How to use this video

1. A New Way of Working: listen to the managers and team members discuss their roles in their UBTs. What is different now? What has improved for staff? What has improved for managers?
2. The Role of Sponsors: the sponsors in this video discuss their proactive, hands-on involvement in supporting their UBTs. How can sponsors in your facility/region help your team’s performance improvement efforts?
3. Communication within and across UBTs: people in this video emphasize how important strong communication within and across UBTs is to improving overall member satisfaction in a facility. How can you help improve cross-UBT communication and the sharing of successful practices where you work?

To play this video off-line, download this file to your computer.

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