To hear the Voice of the Customer (VOC), the Henry Ford Health System (HFHS), a US healthcare provider and winner of the 2011 Malcolm Baldrige National Quality Award, used integrated listening and learning processes. VOC information was continuously received from the: 1) patient satisfaction process2) relationship building process; 3) comment management process; 4) community needs assessments; 5) access mechanisms; and 6) the Strategic Planning Process. Listening methods were tailored to differe...

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
1.1.7 Review customer listening & learning methods

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