a discharge survey, an annual survey—you were getting reports from Align. We could tell people were feeling overwhelmed. They didn't understand the process. They weren't sure how this all fi t together.” But Gaudet and her fellow members of the Marketing department and leadership were not discouraged by the initial trepidation of a ffi liates, understanding that change takes time. “We chunked it apart,” Gaudet explained. “Our representative from Align joined meetings and walked us through the online portal where a ffi liates could see their survey results. We never had that before. And it's easy, I think, to overlook a lot of those assets when you don't understand, or have context to, how they relate to what you're doing.” Align’s partnership with the Home O ffi ce, and then with the a ffi liates, helped teams start to see how this all comes together. Leadership could see the value not only in solving for the right customer service experience issues, but buildings started to see the voice of their customer come through in the comments of the results.
“It's always nice to get positive reinforcement,” said Bill Jones, President and CEO of Integritus Healthcare. “But of equal value are people's perspectives when things don't quite go the way they expected. We take that seriously. We channel that back through respective service lines and work on opportunities to continue to improve. Without that, why would you take the survey and on its face value? It's not worth much if you don't do something with it.” “This has become a powerful platform to help us guide people,” explained Gaudet. “We're not having to create these resources on our own now. We can point people to tools that give clarity on their survey results, so they can start to take actions that result in a better customer experience.” According to Gaudet, “We received great scores, and from a benchmark performance perspective, we did quite well. But I think what’s just as vital is that team members now feel like they have access to resources they can use to help guide a performance improvement project.”
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