Problem: A large east coast hospital and healthcare organization needed to improve customer service in preparation for state-wide internet reporting of patient satisfaction statistics.

Solution: EBI designed a customized process for changing the culture from one of status quo, where employees felt burdened by staffing and managed care issues, to one of customer focus and employee accountability. We designed and conducted an internal assessment process to increase buy-in, developed a series of leadership programs to build accountability and coaching skills, worked with senior management on roles and alignment, developed CEO sponsorship, and implemented staff training through Train the Trainer.

Result: In year one of internet reporting, patient satisfaction and customer retention improved by 50% and employee turnover was reduced significantly to improve profitability.