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VA Medical Center
Quality Improvement at the Philadelphia VA Medical Center
The Philadelphia Veterans Affairs (VA) Medical Center is in the process of improving their quality of care for patients. The VA Medical Center provides care to veterans of the United States military and their families. The Philadelphia VA Medical Center has a list for quality improvements; of which one of the main objectives for improvement is customer service. In this paper I will discuss a plan for increasing customer service at the Philadelphia VA Medical Center.
Recent studies have shown that in the last five years there is an increase in the number of patients being treated by the VA Medical Centers in the U.S. (Ashish et. al., 2006). Clinicians are treating more patients with no additional help; this is could be contributing factor to the decrease in customer service. A higher level of customer service requires dedication from the business and its employees, companies should be committed to offering giving their customers a unique experience...
Adequate training for employees in customer service is essential.
The first step in increasing customer service is to get all employees trained in customer service and customer satisfaction. Educating the employees on the importance of customer service and how to provide a high level of customer service is important. Customer service should be a major part of the employee review process. In addition to the employees job responsibilites at the VA Medical Center, customer service should be an important part of their responsibility. The VA Medical Center should request optional customer feedback; there should be forms that patients can fill out anonymously after their visit. Customer feedback would give the organization information about the way employees are treating the patients. Improving internal customer service is essential for improving external customer service. Happy, satisfied employees are more likely to provide a higher level of care and service. I also recommend that the Philadelphia…
References
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Ashish et. al. (2006). Overall outpatient satisfaction and its components: perceived changes at the Huntington VA Medical Center over five years. Hospital Topics. 84 (4) 33-36.
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