Customer support and service at an award winning community hospital

To deliver patient/stakeholder support, Advocate Good Samaritan Hospital, a US community hospital and winner of the 2010 Malcolm Baldrige National Quality Award (Healthcare Sector), employed a number of communication mechanisms and services varied for different patients, market segments, and stakeholders. Support requirements were deployed to all people involved in patient/stakeholder support through: 1) Standards of Behaviour which integrated support requirements. 2) Training and orientation wh...

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
2.5.1 Communicate policies & strategies