“By implementing the Imprinting methodology, exceptional service is now part of our organization’s DNA!"
Healthcare Client Success: CCHC
Comprehensive Community Health Centers
With a rich history as a leading FQHC in L.A. County, CCHC enlisted Six-Sided Service to develop transformational patient experiences for their clinics. With unique challenges for each of the six locations, we provided a full array of services that have dramatically improved outcomes at every level of service.
Our ability to identify and correct deficiencies, dynamic trainings, as well as provide a service framework that will serve CCHC for years to come, has resulted in transformation service improvements for CCHC.
View our CCHC case study.
WHAT WERE THE RESULTS?
We delivered significant improvement in multiple areas
- 56+% improvement in online reputation scores
- 58% NPS (Net Promoter Score) increase
- CCHC now has a measurable system now in place to identify, monitor, and correct service deficiencies
- Improved internal morale that has resulted more productive employees
- Reduction in complaints and time spent by clinic managers, Call Center, and Risk Management with complaining customers
- CCHC is now attracting and acquiring greater talent to join their team due to an improved service reputation
- Patient and employee retention has improved at several levels of the organization
(see case study for more details)
HOW DID WE DO IT?
We provided multiples touchpoint to ensure service improvement
- CCHC was provided an actionable, repeatable, measurable, & scalable service framework
- Improved Call Center service guides/scripts, monitoring calls, and regular in-person and virtual trainings
- In-person regular service trainings that provided Imprinting® concepts, practical tools, & immersive action plans
- Micro-trainings (departmental instruction) to address individual department service deficiencies
- Video Trainings to reinforce service initiatives that tracks each team members progress
- Monthly reporting to C-Suite members
- Complete service strategy, implementation, and corrections
- NEO (New Employee Orientation) in-person trainings every week for new employees
- A service focused hiring guide
- One-on-one trainings for specific service related issues
- Participation in clinic huddles, quarterly Provider trainings, and problem solving services for clinic managers
- Service training program for clinic Leads
- Self-survey creation/implementation, QR code direct responses system, overseeing all data and surveys
- Graded Service Inspections. Regular performance observations of all clinic team members
- Individual Action Plans for all underperforming team members
- Plan implementation to use all data, trainings, etc., for service improvements at every level of the organization
WHY WE CHOSE THIS APPROACH
We needed to ensure future independent service success for CCHC
- We built, managed, and trained team members on a new service ecosystem hat would serve them for many years to come
- Our ability to discover issues and then use one of many tools to correct the issue has transformed CCHC
- We have created custom initiatives for CCHC that sets their service programs apart from every other clinic
- Previous to our efforts, CCHC was unable to create sustainable service change. They now have a robust service plan in place
WHAT ARE THE FIRST STEPS TO SERVICE IMPROVEMENT?
Commit to creating exceptional service
1. Assess your willingness as an organization and decide to begin creating real service change
2. Prepare to invest 12-24 months in the consulting/training process
3. Contact us to begin a service conversation
LET'S BEGIN A CONVERSATION
We are here when you are ready!
Everyone wants to deliver exceptional patient experiences. Committing to the process is the greatest barrier. Our team is here to serve you when you are ready to implement a proven service strategy that enables you to make a greater imprint on those you serve.
We look forward to speaking with you soon.