Akron General Medical Center

Need:

Based on the results of 10,000 patient satisfaction surveys conducted over a two-year period, Akron General Medical Center, in Akron, Ohio, determined that the highest correlation to quality, as defined by patients, related to its staffs' ability to be sensitive to patient needs. Upon making this determination, and adopting an organization-wide Service Excellence initiative, Akron General decided to provide customer service training to its nurses and other employees with direct patient contact, as well as to managers.

Solution:

Akron General sent approximately 3,400 managers and employees through DDI's Service Plus® Health Care training program. Service Plus® Health Care combines a focus on the skills needed to meet personal and practical needs along with opportunities for practicing these skills—providing an optimal match with each learner's immediate and long-term developmental needs.

Results:

Employees and managers reacted positively to the Service Plus® Health Care training. In a program evaluation, on five-point scale, participants rated the program with an average score of 4.33—a strong indicator of their acceptance of the training and the skills they learned.