Customer Service/Patient Experience Model Paper

For this week’s discussion post, I will describe my organization’s customer service/patient experience model. I will include the standards, measure, staff training, reward and recognition programs. I will discuss how the customer service model works and provide two examples highlighting the effectiveness of the model. I will also discuss the customer service model/patient experience within my department. I will explain what the nurse’s role is and the nurse manager’s involvement. I will describe how customer satisfaction is measured within my department and how is it maintained. I will also explain why customer satisfaction is linked to reimbursement, as well as provide a conclusion.
Within my organization customer service/patient experience model is based on the network’s values. These values include: trustworthy, innovative, caring, competent, and collaborative. These core values are incorporated in the care given to optimize for the best …show more content…
The nurse’s role is provide the safest and highest standard of care possible for the patient. The nurse manager and the bedside nurses must collaborate on issues related to professional nursing practice.
Through customer satisfaction surveys we are reimbursed accordingly through different government and third party factions. Upon specific scoring in certain percentage thresholds, these demographics dictate precisely what the health network will be reimbursed as an institution. These threshold demographics include staff friendliness, facility cleanliness and physician attentiveness, as well as other generalized criteria.
In conclusion, it is imperative that the patient experience model is adhered to by all healthcare professionals within the patient’s plan of care. This is a goal that must be modeled in order for customer satisfaction to be