Rounding – John Michael Weir

Ideas

Service Excellence and HCAHPS

ByJohn Weir May 10, 2011

At our hospital we are in year three of a Service Excellence Initiative. Partnering with Custom Learning Systems we have been been teaching all our staff hard and soft skills to improve customer service through service excellence. Being on the Service Excellence council has given me many opportunities to directly and indirectly influence the process…

Ideas

Best Practices?

ByJohn Weir March 26, 2009April 4, 2009

We have been doing patient rounding where we go see the patients and ask a few questions like, was your housekeeper friendly, was your room cleaned satisfactorily, is there anything we can do for you? We get good feedback and has helped our HCAHPS and Press Ganey scores. Recently I’ve started using workers that have…