New Customer Service Initiative

  1. We are considering a new Customer Service Initiative.

    We currently post, online, our "door to doc" time. It turns out that this is an arbitrary measure that has nothing to do with our turnaround times. It also has nothing to do with overall customer satisfaction. (As far as I know, we aren't measuring patient outcomes, just customer satisfaction.)

    So- in an effort to boost customer satisfaction, we are also posting "door to narcs" times.

    Since a large portion of our customer base comes to us for narcotics, we feel this is a more meaningful measure than "door to doc", or even overall turnaround time. Let's take 2 theoretically identical chronic pain patients. Customer#1 sees a doc in 5 minutes, and is discharged with Tramadol in 1/2 hour. Customer #2 waits 1/2 hour just to see the doc, and spends 4 hours total in the ER, but gets IV narcs, a prescription for oxy, and a handfull oxys to go. Clearly, customer #2 will leave more satisfied. (unfortunately, customer #1 is 12 times more likely to fill olut a customer survey, but that is an entirely different problem.)

    Given the huge disparity in the narcotic prescribing practices of our providers, customers need tools to make decisions regarding their healthcare. In reviewing charts of some of our most loyal customers, it becomes evident that the same customer can come in with the same complaint and get a completely different treatment. We lack the consistency that is the hallmark of a succesful business.

    We are also considering posting provider stats, much like a baseball players stats are posted when they are up at bat. This will provide the customer the information they need to make an informed decision.

    For example, a customer has a headache, and know the only thing that will work is Dilaudid. Bottom line is the only thing that will satisfy this customer is narcotics. The customer can check the website, and see that Provider A has a Narcs For Headaches average of .125, Provider B has an average of .275. The chance of getting narcs on that visit is 1 in 5. Lousy odds. We will also post what time shift change is for providers, and customers can check back, and see what their odds are with different provides.

    Various categories for which we are considering keeping statistics:
    • Narcs For Dental Pain
    • Narcs For Headaches
    • Narcs For Chronic Pain
    • Narcs For Fibromyalgia
    • Narcs For Sprains
    • Narcs After Being Denied by PCP or Specialist
    Some more general statistics that would provide useful decision making information might include:

    • Narcs When Customer Has A Well Documented History Of Substance Abuse
    • Overall Narcs When There are No Objective Findings (labs, X-ray, etc.) For Cause Of Pain
    We feel this initiative will increase customer satisfaction, and avoid them wasting their time

    Has anybody out there tried a similar system? Any thoughts on improvements/modifications?
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  2. 30 Comments

  3. by   Altra
    I'm really having trouble wrapping my brain around this.

    Maybe I worked too late last night and have not yet had enough sleep to pick up on some intended sarcasm?
  4. by   hherrn
    The simple fact is that in this economy we need to protect our market share.
    This reccomendation comes from our consultant: http://www.expressionsofexcellence.c...vice_Quiz.html
    Our nearest competitor is a simliar sized hospital within a couple of miles. Since our services are nearly identical, our consultant believe we should differeniate ourselves with superior customer service.
  5. by   hherrn
    If it's the baseball metaphor you are having trouble with:

    .125 = 1/8 = 12.5%
  6. by   geminiBSN75
    Sounds to me like "Hey if you are an addict, here is the best time to get want you want!!!!"
  7. by   Altra
    As an avowed lover of baseball stats ... no, it wasn't that metaphor.

    Filing this thread away in the Classic ER Humor file, along with the CRAP score,( Scalpel or Sword?: The CRAP Score ), the Alternative Pain Scale ( Alternative Pain Scale ), and the Classic ER Patient ( A Classic ER Patient: A Poem - Better Health ).

    Cheers.
  8. by   hherrn
    Quote from erin527
    Sounds to me like "Hey if you are an addict, here is the best time to get want you want!!!!"
    Actually, the consultant wanted something similar. I was surprised when upper management nixed it. Apparently not "subtle" enough.
    Last edit by hherrn on Oct 22, '12
  9. by   nurse2033
    Maybe you should open a addition to "fast track" and call it "narc track".
  10. by   sapphire18
    Is this for real?? Hahahahaha. The DEA would LOVE this!!!
  11. by   Esme12
    The consultant thought it was a good idea.....did he have any suggestions for the long triage/wait times and delay of treatment when all the seekers wait for Dr.Give Narcs is working?

    I have heard some crazy things.....this ranks right up there.
  12. by   DawnJ
    Just put a candy bowl full of drugs on the triage desk and the patients can pick what they want. As long as they fill out a survey first.
    Last edit by DawnJ on Oct 22, '12 : Reason: additiona
  13. by   brandy1017
    Is this an ER or a pain clinic?
  14. by   emtb2rn
    Hahahahahaha!!!! Printing for work.

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