Featured Articles: NWRPCA Programs

Creating a Culture of Customer Service

Monday, March 16, 2015   (0 Comments)
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Lisa Mouscher, CEO and Lead Consultant of Sogence Training and Consulting

Editor's Note: Lisa Mouscher is the facilitator of NWRPCA’s upcoming course “Critical Skills for First-Time CHC Managers and Supervisors” to be held in Seattle, April 30 – May 1, 2015.  


The quality of customer service in community health care influences the health of both patients and the health center itself, yet in today’s fast-paced and often challenging environment, CHCs may find it difficult to create and maintain a culture of service excellence.

That said, the fact is that providing great customer service both internally and externally is no longer a “nice to have,” but a critical aspect of success.  The provision of poor customer service creates significant issues, interfering with quality of care, employee productivity and retention, financial viability and the organization’s ability to successfully compete in today’s competitive market.

The good news?  With a plan, dedication and a commitment to organizational change, health centers can successfully transform their culture to become both a fulfilling place to work and a great place to be a patient.  Creating substantial change in a long-standing culture is not easy, but the process can be both fun and rewarding, resulting in positive results in surprising and significant ways.

For a list of critical steps to successfully create and sustain a culture of customer service in your health center, click here. As you read through the list, envision fun, effective and meaningful ways that you can make each step a reality at your health center.  If it all seems overwhelming, you can break the process into bite-size chunks to help you get started. Create a customer service team, gain input from all levels and areas of your organization and delegate real responsibility, and make it FUN, and you are on your way to making a culture of customer service a reality.

If you are truly not able to make an immediate, organization-wide commitment to full-fledge culture change, you can instead start with a single department.  Are you a department director, manager or supervisor?  If so, you can begin today with the department(s) you manage. Create the change you want to see and the positive results will ripple throughout your organization.

The truth is that developing and sustaining a culture of customer service at your health center is a critical and attainable goal. With a realistic and comprehensive plan, commitment and follow-through, your health center can become both a provider of choice and an employer of choice for the long-term!

Lisa Mouscher is the facilitator of NWRPCA’s upcoming course “Critical Skills for First-Time CHC Managers and Supervisors” to be held in Seattle, April 30 – May 1, 2015.  

NWRPCA welcomes and regularly publishes white papers and articles submitted by members, partners and associates with subject matter expertise. The appearance of any guest publication in our Health Center News database represents the views of the author and does not constitute endorsement by NWRPCA of the stated opinions or perspectives, nor does it suggest endorsement of the contributor's products or services.


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