In This Issue Improve Customer Service Skills with a NEW Education Series from Envision, Inc. Innovations In Customer Service Quality of Care VHA Serves as Model for Customer Service Standards An Effective Customer Service Tool Facility In The Patient Safety Spotlight Healthcare In The News Envision, Inc.'s Tips and Resources

CUSTOMER SERVICE...it is often overlooked as an important issue in both educating health care professionals and delivering quality care to patients. However, in the increasingly competitive health care industry, great customer service can mean success for those who recognize its value, and failure for those who do not.

In this issue, we will provide you with information, tools, and resources to help polish your customer service skills. We will also recognize the outstanding efforts of one facility in the area of patient safety in our continuing feature, Facility in the Patient Safety Spotlight.

Look for our next E-Newsletter in July, where we will discuss Documentation!

Improve Customer Service Skills with a NEW Education Series from Envision, Inc.

The Customer For Life Series

This six-part series incorporates practical examples and actual customer complaints. Click the titles below for more information about each program and to request FREE PREVIEWS:

Building Customer Loyalty

Recovering from Customer Service Breakdowns

Dealing with Customers Who Are Angry or Upset

Effective Telephone Skills

Roles for Support Services in Customer Satisfaction

Confidentiality and Privacy in Healthcare Organizations

Provide your healthcare team with the tools to help them deliver excellent service, and keep your customers coming back, by placing your order today!

	Innovations In Customer Service
Technology, communication, and the service 'experience' have a deep impact. By Kathleen S. Goehring, R.D., L.D. Healthcare executives are continuously looking at innovative ways to improve overall customer satisfaction. While the notion of customer service is not new, what is noteworthy is that innovative practices can help drive customer service success across various sectors of the provider community including physicians, nurses, support staff, and suppliers. In particular, innovations in technology, communication, and the service 'experience' are contributing to increased customer satisfaction. View entire article »

	Quality of Care
From the Agency for Healthcare Research and Quality Healthcare organizations can reclaim dissatisfied patients by developing effective service recovery programs. When patients have a negative encounter with a healthcare provider, they are less likely to use that provider again, more likely to talk negatively about the provider, and more likely to shop for and switch to another provider. One way an organization can ensure repeat business is by developing a strong customer service program that includes service recovery as an essential component, suggest Dawn Bendall-Lyon, Ph.D., and Thomas L. Powers, Ph.D., of the University of Alabama at Birmingham. Service recovery means that the service provider takes responsive action to "recover" lost or dissatisfied customers and convert them into satisfied customers. Service recovery cannot take place if the provider is unaware of dissatisfied customers. However, only 5-10 percent of unhappy patients actually complain following an unsatisfactory experience. Instead, many leave silently with the intention of never returning, and the organization loses the opportunity of addressing the problem. More about how to use complaint management as a service recovery tool »

	VHA Serves as Model for Customer Service Standards
The Veterans Health Administration (VHA) has set an excellent example for all healthcare providers with its Customer Service Standards. For example, the VHA is committed to involving patients in decisions about their care, providing support to meet their emotional needs, and involving patients' families in their care. Better yet, these standards are available for viewing by patients and the general public on the VHA's website (see link below). The VHA is setting a great example for all healthcare facilities by making customer service a top priority AND successfully communicating these standards to its customers! View the VHA's Customer Service Standards »

	An Effective Customer Service Tool
This tool, provided by In the Know, Inc., offers several tips and exercises to get staff thinking about what good customer service is and how to deliver it! Excerpt: Have you ever thanked your clients for trusting you to take care of them? Or told them that you enjoy having them as a client? If not, maybe you should. People like to feel appreciated! Read on... »

	Facility In The Patient Safety Spotlight
Patient safety continues to be in the spotlight as one of the most critical issues in healthcare. That's why Envision, Inc. and the National Patient Safety Foundation® are putting the Spotlight on those facilities that are leading the nation where patient safety is concerned. This month, the Spotlight is on St. Joseph's Community Hospital in West Bend, WI. By consciously designing their new replacement facility around patient safety, St. Joseph's is creating a facility unlike any other! More about St. Joseph's Community Hospital, West Bend, WI »

	Healthcare In The News
Latest on SARS OutbreakMSNBC News China and SARSThe New York Times Experts Tackle Global SARS PolicyUSA Today National Guideline Clearinghouse's SARS Resource Page Second Round of Smallpox Vaccinations BeginsUSA Today Order Envision, Inc.'s "The Smallpox Vaccine" for $49.95! JCAHO to Shift to Unannounced Surveys by 2006JCAHO News Releases Health Care Groups Sue over Privacy RulesCNN.com Health

	Envision, Inc.'s Tips and Resources
Visit Envision, Inc.'s own site for up-to-date information and resources designed specifically for healthcare educators. Features include: * Q&A with your Colleagues * Upcoming Healthcare Events and Conferences * Links to Informative Customer Service Sites Envision, Inc.'s Tips and Resources »

Additional Resources on Customer Service and More

Register to Attend the CMS National Customer Service Conference Join the Customer Relationship Management Community Win FREE Educational Program from Envision, Inc.

Register to Receive Free "Customer Experience Times" Join StaffEdNet Read E-Newsletter on Patient Safety