The Christ Hospital Health Network hopes to improve patient satisfaction by adopting some of the business practices of the upscale Ritz-Carlton Hotel Co., according to an article on the Cincinnati Business Courier.
“They have a very structured approach to their guest services,” a hospital spokesperson said. “Some of what they do is very simple, yet very targeted. Every thing and every interaction with their guests has a meaning. It’s built from the ground up, engaging all associates, leadership and management.”
At Ritz-Carlton, one of the things they focus on is to anticipate the customer’s needs and empower the staff to act on those needs.
Christ Hospital’s new service standards officially launched Nov. 1 and new hires are being briefed on what's expected of them. Training for the rest of the staff of about 5,300 is to be completed by Jan. 1,
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