SHSMD presents


"Best of the Annual Conference Series Webcast"


Creating a Patient Feedback

System


 Integrating the Voice of the Customer in the Delivery of Services

Wednesday, June 11
1:00 p.m. (Eastern) 12:00 noon (Central)
11:00 a.m. (Mountain) 10:00 a.m. (Pacific) 

High-performing organizations recognize the importance of listening to and learning from their customers. Discover how Baptist Hospital, Inc., a 2003 Malcolm Baldrige National Quality Award recipient, created a systematic approach to learning from its customers by incorporating the Voice of the Customer into its service design, strategic planning, and communications. 

In this 90-minute broadcast, you’ll learn:

• Why multiple data sources are essential to create a thorough picture of how customers perceive your organization and the services it provides
• How to harness the power of the Voice of the Customer, a systematic approach to listening to and learning from those you serve
• How to use feedback tools such as patient satisfaction surveys, HCAHPS patient experience survey data, nurse discharge phone calls, and a service recovery database to integrate the Voice of the Customer into service design and delivery
• What it takes to win the Malcolm Baldrige National Quality Program Award

If you have questions regarding this event, call SHSMD at 312.422.3887.

Register today!