KEY INITIATIVE:
GUEST SERVICES/HOSPITALITY PROGRAM
Organizational Priority #3
Demonstrate improvements in clinical and service quality resulting
in satisfied customers.
Leader(s)
Maureen Gormley, Jan Weymouth
Collaborators
Outpatient Department, Office of Special Events, Social Work,
Volunteer Program, Patient Representatives, Communications
Description
As an identified need from the Patient Advisory Group, the
CC should improve customer service. The Office of Special Events
will be re-engineered into a new Office of Guest Services. This
program will focus on the special needs of patients, families,
and visitors in accessing the Clinical Center from before arrival
to departure. Three information sites will be set up in strategic
locations in the first floor lobby. Staff will receive appropriate
training.
Accomplishments-to-Date
- Benchmarking of other hospital concierge/guest service programs
- Development of scope of new program
- Concept approval and concurrence to proceed from CC Executive
Committee
FY2000 Goals
- Hire Director of new Office of Guest Services
- Develop internal customer service training program
- Identify and train guest services representatives to staff
hospitality desks in
three locations
- Train all CC staff (and other NIH employees in Bldg. 10)
with direct
patient/visitor interaction
- Complete transition of CC Office of Special Events to new
Office of Guest Services with a new hospitality program launched
CC-wide
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