Patient Satisfaction at East Texas Area Hospital Increases with Customer Service Training from SRJ Marketing Communications

Performance improvement a result of a comprehensive, on-going training program.

DALLAS (Oct. 18, 2011) – An East Texas hospital has experienced the highest increase in patient satisfaction scores in years as a result of a tailored customer service training program developed by Steven R. Jolly, principal and founder of SRJ Marketing Communications. The performance increase has led to the hospital improving patient satisfaction through a focus on quality, with the hospital making known its commitment to providing outstanding patient care.

“Working alongside the hospital, we have increased patient satisfaction scores through my unique approach to customer service training,” said Jolly. “That approach involves looking at customer service not as a program, but as a process.”

The on-going, comprehensive customer service training program focuses on leadership development, improving communications channels, creating an environment of accountability and trust, and increasing hospital morale among personnel members. Participants are urged to truly buy into and immerse themselves into the core values of the hospital, increasing patient satisfaction through excellent service.

One benefit that differentiates the SRJ program is that it simplifies the customer service training process. Hospital personnel develop a fundamental understanding of human relationships. Participants of the customized programs learn how to create a powerful first impression, to better handle various situations with patients, to maintain confidentiality, and more. All of which will result in superior patient care and satisfaction.

Patient satisfaction, while always talked about, has now become an important issue in the healthcare, as hospital patient satisfaction scores now affect reimbursement from Medicare. The Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) is a survey instrument currently used as the government’s measurement tool for patient satisfaction in hospitals across the nation. Hospitals that do not meet a minimum standard set by HCAHPS, could lose up to $2 million in reimbursement.

“With out-migration continuing to increase in rural healthcare, it is important to strengthen our community hospital’s position in the market.” said Jolly. “Like any business, healthcare customer’s express their trust and satisfaction with their pocketbook. In the current rural healthcare environment, market position is directly associated with patient satisfaction.”

About SRJ Marketing Communications
Known as one of the nation’s leading experts in rural and community healthcare communications, Steven R. Jolly and his team at SRJ Marketing Communications have been working with hospitals across the country for more than two decades. Founded in 1989 by Jolly, the Dallas-based agency also has divisions in Fort Lauderdale, Fla. and Spokane, Wash. For more information, please visit or call 214-528-5775.