Cotton L, Sparrow E
University of Michigan Medical Center, Ann Arbor, USA.
Radiol Manage. 1998 May-Jun;20(3):40-5.
In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.
1997年，几家雇主委托开展了一项针对包括密歇根州东南部医院在内的一批企业的住院患者调查。调查结果表明，密歇根大学医疗系统（UMHS）需要更加以客户为中心。为应对这一挑战，UMHS规定，为患者及其家属提供客户服务应是其首要任务。放射科儿科部门设立了一个试点项目，以表彰和奖励为客户提供卓越服务的员工。该项目现在用于奖励整个放射科的员工，前提是员工感到特别，他们的客户也会如此。管理层关注的是员工——他们就是医疗系统。该部门还投资于员工发展，这是一个以客户服务为核心的持续培训项目，教授更好沟通的工具和技能。UMHS发展项目的目标是超越客户的需求。
