Customer Service and Employees

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Onboarding Project

Healthcare regulation and industry standards have long been focused on patient care and treatment. This is rightfully so as healthcare costs as a percentage of GDP continues to rise to unsustainable levels. In addition a patient focus is necessitated by an increase in the overall insured population. However, not much emphasis has been placed on the practitioner side of legislative changes. Nurses in particular must now adhere to changing standards of care and treatment. The insured population has become much more diversified in the expectations of care and treatment. As a result, all healthcare employees must be properly trained to better adhere to these changing standards and demographics. Nightingale Home Care is no different in this regard. With increased employee dissatisfaction and high turnover, the firm must reassess its onboarding practices. This will ultimately insure a better work environment, but more importantly, improve patient care.

Nightingale Home Care has 513 patients in its La Mesa, California location. It is JCAHO accredited and employees roughly 22 registered nurses. Lately employee dissatisfaction has seeped into patient satisfaction. As a result, customer service scores on are the decline. The revised onboarding plan is designed to help improve productivity in dissatisfied workers.

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The plan is also designed to help increase patient satisfaction and customer service scores. Turnover can be very costly to firms and all stakeholders involved. Therefore, proper onboarding can help prevent many of the more common costs associated with low customer and employee satisfaction scores.

To implement the onboarding plan, Nightingale must fist have training and instruction leaders. These leaders must first be charged with demonstrating the appropriate behavior for all employee groups as it relates to customer service. Through demonstration, all employees will have an understanding of the minimum acceptable standard of service. Next, the training leaders must provide fast feedback when other employee actions are not meeting the minimum standard. This feedback is meant to be constructive as oppose to destructive. In addition training leads and instructors must be giving the authority to provide this feedback. Classroom training will also be a critical element of training. Classroom training will be providing a more formal approach to onboarding healthcare employees.

The first aspect of implementation is to thoroughly describe to each employee how Nightingale's business creates value for patients. This is critical for implementation as new employees learn how to do their respective jobs by understanding how….....

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