Good Shepherd Garners National Award from Modern Healthcare Magazine12/15/2009
Outpatient Division Honored for Customer Service Improvement Project
Allentown, PA – The outpatient division of Good Shepherd Rehabilitation Network was selected as an honorable mention winner in the category of "Service" in the 17th annual Modern Healthcare magazine Spirit of Excellence Awards. In its December 14 issue, Modern Healthcare announced five winning awards and five honorable mention awards from 120 entries. Good Shepherd was the only rehabilitation network to be recognized, sharing honors with 9 acute care hospitals or hospital networks from throughout the country.
The Spirit of Excellence Honorable Mention in the "Service" category recognized Good Shepherd’s outpatient division for the work it has done to improve customer satisfaction. In the past five years, the outpatient division doubled its annual revenue and improved its customer satisfaction scores (using independent research firm Press Ganey) from the 70th percentile to the 90th percentile (as benchmarked with other outpatient rehabilitation facilities nationwide). View the latest outpatient outcomes.
Good Shepherd currently has 18 outpatient sites in 7 Pennsylvania counties, and the outpatient division is led by Frank Hyland, vice president, Rehabilitation.
About five years ago, the outpatient division, in conjunction with the Good Shepherd Human Resources Department, took on the challenge of improving – and then maintaining – its customer satisfaction scores. Customer service became a big emphasis for the outpatient team, and customer satisfaction scores began to improve after the following elements were put into place: across-the-board customer-service training for existing and new staff; selection of six staff members to be "Customer Service Champions"; and communicating with patients via a discharge letter, feedback form and follow-up phone calls.
The magazine enlisted five judges from health-care organizations around the country, who are affiliated with past Spirit of Excellence Award recipients.
"There are two things that impressed me with <the Good Shepherd entry>," says Laura Barnes, vice president for patient-care services at East Tennessee Children’s Hospital in Knoxville. "One was the team … and the second thing is that they had a specific strategy that could be replicated in other places. Good Shepherd also maintained the gains over five years."
"The staff members within Good Shepherd’s outpatient rehabilitation program are a high-functioning team dedicated to continuous improvement and service excellence," says Sally Gammon, FACHE, president & CEO, Good Shepherd Rehabilitation Network. "By hardwiring service excellence, the team has strengthened Good Shepherd’s competitive position by reinforcing our brand as the provider of choice for high-quality, compassionate rehabilitation care. This honor proves that an empowered team with clear, quantifiable objectives can develop and implement sustainable strategies to achieve real business results."