Lance Boyd, Chief Relations Officer at Summit Strategic Solutions, the MSO for Summit Medical Group in East Tennessee, holds a daily huddle with his entire staff. The meeting typically takes less than 3 minutes–just long enough to review the customer service standards they’ve set for the day.
How does it work? On the Friday of the prior week, Lance emails everyone the topics for next week’s huddles. Then everyone gathers each morning to review the talking points, share stories and experiences, and set goals for the day.
Summit is one of the area’s largest primary care organizations, and its 220 physicians engage in almost 1 million patient encounters per year. That’s a lot of opportunities for patient satisfaction!
“We know we need to provide great customer service in addition to providing the high quality healthcare patients expect. It’s no longer enough to just show up and expect that patients will do the same. They have a choice in the type of care they purchase, and we’d like to be their go-to care providers. This huddle, and the impact we believe it has on our patient satisfaction scores, is incredibly important to our staff, our physicians, our organization, and our patients.”Best Practice
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