MODULE 4: ASSESSMENT 10: DISCUSSION BOARD – THE PATIENT EXPERIENCE: MODEL OF CUSTOMER SERVICE

MODULE 4: ASSESSMENT 10: DISCUSSION BOARD – THE PATIENT EXPERIENCE: MODEL OF CUSTOMER SERVICE

MODULE 4: ASSESSMENT 10: DISCUSSION BOARD – THE PATIENT EXPERIENCE: MODEL OF CUSTOMER SERVICE

Overview
For this discussion, you will use information from your assigned readings, the literature and leaders in your organization to answer the following:

Describe your organization?s customer service/patient experience model. Include standards, measures, staff training, reward and recognition programs. If you are

not currently part of an organization, interview a nursing colleague about their institution for this discussion.

Discuss how well the customer service model works. Provide 2 examples illustrating the effectiveness of the model. If it is not effective, provide 2 examples

illustrating the ineffectiveness of the model. Provide rationale for your answer.

Describe the customer service model/patient experience on your unit or in your department. What is nursing?s role? What is the nurse manager?s involvement?

Describe how customer satisfaction is measured on your unit? If customer satisfaction is high, how is it maintained? If it is low, what strategies are in place for

improvement?

Why is customer satisfaction now tied to reimbursement? Cite references.

Objectives

Discuss customer service standards and their impact on the patient experience, quality nursing care and cost.

Point Value: 30

Instructions

Address topics described in the above overview and objectives.

Assignment should include a minimum of 3 professional references. One reference may be your text book. One must be a refereed journal article, and the other may

come from a professional website. All journal articles must be no older than five years.

Use APA format

Word limit 500 minimum excluding references

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