About a year and a half ago or so, I attended an area training day that included a presentation on Customer Service. It was based on a handbook called Quality Improvement for Prehospital Providers. Click on that for a link to an earlier pdf version of the handbook.
"Everyone knows" that it's important to provide good service. Not everyone agrees on the priority of that service, how to provide it, or how to measure it.
I created a training session on the topic (with some help), that I've also written a blog post about. Since then, I've looked for other ways to improve our level of service.
Today, I came across a series of articles being reprinted by EMS World.
Here are the links to them:
EMS Revisited: Customer Care, Part 1 What is Customer Service?
EMS Revisited: Customer Care, Part 2 Making a First Impression
EMS Revisited: Customer Care, Part 3 Let Your Patients Know What You are Doing and Why
EMS Revisited: Customer Care, Part 4 Conducting a Patient Interview
EMS Revisited: Customer Care, Part 5 Why Do So Many Responders Dislike Nursing Homes?
EMS Revisited: Customer Care, Part 6 Are You a Professional Driver?
EMS Revisited: Customer Care, Part 7 Looking and Acting Professional
EMS Revisited: Customer Care, Part 8 Implementing Changes: Share Your Vision
Don't forget that EMS World is searchable, so there's always more.
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