An Unnamed Healthcare Pl Improving Customer Satisfaction Survey Results Of Their Call Center

764 Words Jul 23rd, 2016 4 Pages
In the paper, the authors detail an unnamed healthcare plan’s efforts to improve the customer satisfaction survey results of their call center. Similar to all quality improvement projects the performance improvement (PI) team collected data, established measures, set goals, and wrote the action plan. Upon implementation, the action plan enjoyed initial success. Unfortunately, things began to collapse shortly thereafter and the situation became worse. Consequently, a new leadership team was hired to navigate through the wreckage. Ultimately, their success allowed the health plan to keep its accreditation and improve its weakest area of customer service. As a result, the authors wanted to inform readers about certain aspects of process improvement. Therefore, part of their stated goals is to demonstrate the importance of using the Consumer Assessment of Healthcare Providers Systems (CAHPS) survey to its fullest capabilities to facilitate performance improvement. And secondly, in order to achieve success, it is necessary to follow all steps of the Plan-Do-Study-Act (PDSA) cycle. The paper starts with a project overview, then transitions into a description of CAHPS and its capabilities to collect survey data. Through this section, the authors stressed the importance of benchmarking as one of the most important elements of CAHPS. Interestingly, as much as they tout the benefits of CAHPS the authors state that it should not be the sole source of data. Therefore, the authors…

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