To hear the Voice of the Customer (VOC), the Poudre Valley Health System (PVHS), a US not-for-profit health organisation and winner of the 2008 Malcolm Baldrige National Quality Award (Healthcare Sector), integrated its listening and learning processes, and received VOC information continuously through: 1) the patient satisfaction process; 2) relationship building process; 3) comment management process; 4) community needs assessments; 5) access mechanisms. PVHS customised listening methods for d...

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
1.1.7 Review customer listening & learning methods
1.1.2 Develop customer interview/focus group approach

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