Provena Covenant Medical Centre, a 280-bed healthcare organisation, embodied its focus on customer satisfaction in its mission statement. To ensure employee commitment to its goal of superior customer service the organisation: 1) Established hospital-wide and individual department customer service standards; 2) Provided continuous customer service training and emphasised that every physician, employee and volunteer was to make quality customer service a central part of his or her work; 3) Stress...

BPIR Categories

13.1 Develop and manage supplier/customer partnerships
2.2.4 Formulate and review business unit strategy
15.2.1 Customer satisfaction, accolades, awards

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