A couple of weeks ago, I took a bunch of humans, from considered one of my clients, to visit The Walton Centre in Liverpool as part of a customer support excellence and continuous improvement program.
Not simplest is The Walton Centre, a global elegance facility that makes a specialty of neurology, neurosurgery, spinal and pain management services; it’s also an award-winning employer in terms of how it manages its human beings, having been presented the Investors in People Gold Standard (2014, 2017) as well as the Health and Wellbeing IIP (Investors In People) Award. It’s essential to observe that less than 1% of all UK businesses have accomplished this dual accreditation.
We had been there to find out about their method to patient revel in, see what we could study, and figure out how we may want to practice that to improve customer care in my consumer’s business enterprise.
For me, one of the stand-out components of the briefing that we acquired got here after they defined how they develop and act on affected person remarks.
Like many different businesses, they behavior surveys, overview court cases, host listening, and engagement activities, and gather comments from pals, households, stakeholders, and charities they work with.