Finding the Voice of the Customer: Do you know what your patients are thinking about the service they receive or if they are following "doctor's orders?" Do you know what your employees think of their work environment? Does all this matter? When SSM Healthcare completed a Baldrige Award program (a quality process), they saw their bottom line improve by $56 million, received a top category credit rating by two major rating agencies, and were named an "exemplary employer" by the American Hospital Association.
One of their tools was the use
of surveys. A survey is to quality improvement
what channel-lock pliers are to a plumber: useful
for many things. Bryant's helps the customer identify
clearly the problem to be solved or the goal to
reach. We'll convene a group of stakeholders to
form the survey questions, select a random sample
to survey, and then conduct the survey. After
analyzing the data, Bryant's will deliver a readily
understandable report and discuss ways to implement
the findings. Bryant's will show you how to do
many of the steps on your own so that you will
be able to perform surveys for future needs.
