This paper examines quality improvement initiatives at the Philadelphia Veterans Affairs Medical Center, with a focus on enhancing customer service. The author argues that increasing patient volume without additional staffing has degraded service quality and proposes a multi-pronged improvement strategy. Key recommendations include comprehensive employee training in customer service, integration of customer service into performance evaluations, implementation of anonymous patient feedback surveys, and adoption of ISO 9001 quality standards. The paper supports these recommendations by citing the Welfare Agency's successful application of similar strategies and demonstrates how ISO 9001 frameworks have benefited other healthcare organizations.
The Philadelphia Veterans Affairs (VA) Medical Center is in the process of improving the 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 identified several quality improvement objectives, with one of the main priorities being enhanced customer service. This paper discusses a comprehensive plan for increasing customer service at the Philadelphia VA Medical Center.
Recent studies have shown that in the last five years there has been a significant increase in the number of patients being treated by VA Medical Centers in the United States (Ashish et al., 2006). Clinicians are treating more patients without additional staffing support, which could be a contributing factor to the observed decrease in customer service quality. Providing a higher level of customer service requires dedication from the organization and its employees; companies should be committed to offering their customers a unique experience (Anderson, Fornell & Rust, 1997). Adequate training for employees in customer service is essential to addressing this gap.
The first step in increasing customer service is to ensure that all employees receive comprehensive training in customer service and customer satisfaction principles. Educating employees about the importance of customer service and how to provide high-quality service is fundamental. Customer service should be integrated as a major component of the employee review process. In addition to their clinical or administrative job responsibilities at the VA Medical Center, customer service should constitute an important element of employee accountability.
The VA Medical Center should request optional customer feedback through anonymous survey forms that patients can complete after their visit. Customer feedback would provide the organization with valuable information about how employees are treating patients and where improvements are needed. Improving internal customer service is essential for improving external customer service; satisfied employees are more likely to provide a higher level of care and service to patients. This internal-external connection creates a multiplier effect where employee engagement directly translates to patient experience.
The paper recommends that the Philadelphia VA Medical Center join the International Organization for Standardization (ISO) 9001, which is an international standard for ensuring that businesses provide a high level of customer service (ISO, 2010). This certification would provide the VA Medical Center with a structured framework and evidence-based tools necessary to achieve its quality improvement goals. ISO 9001 certification would establish measurable standards for service delivery and create accountability mechanisms aligned with best practices across industries.
Many hospitals and medical centers utilize ISO 9001 standards and customer service surveys to improve service quality. By adopting this framework, the Philadelphia VA Medical Center would join a growing network of healthcare organizations committed to systematic quality improvement and continuous evaluation of service delivery.
"Government agency example of successful implementation"
The Philadelphia VA Medical Center is pursuing quality improvements across the facility. The main objective of the facility's quality improvement plan is to increase customer service and enhance the patient experience. The primary recommendation for this facility is to join an association such as ISO 9001, which would provide structured training on customer service standards and implementation methodologies. The ISO 9001 framework would hold this facility to a high standard of customer service and provide the tools and guidance necessary for the organization to achieve its quality improvement goals.
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