Client Pre-Program Toolkit

This valuable resource tool helps staff members understand how they play a crucial role in creating and sustaining the type of change needed to move organizations from Good to GREAT! Share this exciting handbook with all of your hospital staff! Click here to order now!

Service Keys

The following are Service Keys that managers can share with hospital staff on a monthly basis to focus on customer service in the healthcare setting:

• Service Key 1: Friendliness (PDF)
• Service Key 2: First Impressions (PDF)
• Service Key 3: Body Language (PDF)
• Service Key 4: Attitude (PDF)
• Service Key 5: Courtesy (PDF)
• Service Key 6: Sensitivity (PDF)
• Service Key 7: Patient Privacy (PDF)
• Service Key 8: Attentiveness (PDF)
• Service Key 9: Active Listening (PDF)
• Service Key 10: Telephone Etiquette (PDF)
• Service Key 11: Respecting Noise Levels (PDF)
• Service Key 12: Keep Patients Informed (PDF)

Service Performance Outcomes Report

The following tracking tool can be utilized by hospital leaders and managers to report their outcomes in their individual departments and units on a monthly basis.  The form can be filled out online and then printed.  Please note that the information cannot be saved on your computer.

• Service Performance Outcomes Report (PDF)

Newsletters

You can download selected newsletters from Chris Thrash and Associates by clicking the appropriate link below.

1. Newsletter 1
2. Newsletter 2
3. Newsletter 3
4. Newsletter 4
5. Newsletter 5
6. Newsletter 6
7. Newsletter 7
8. Newsletter 8
9. Newsletter 9
10. Newsletter 10
11. Newsletter 11
12. Newsletter 12

Would You be a Patient in Your Hospital?

Chris Thrash and Associates provide expertise in defining and delivering customer service excellence and are committed to helping hospital leaders bring service culture change to their organizations.  We’ve provided some fundamental tips and information that will help reinforce basic service standards for staff to encourage them to ‘own’ the service experience.

Lead with Vision! - Create and sustain a positive energy that supports the mission and values of the organization.

Guide with Purpose! - Establish and role model appropriate standards of behavior.

Manage with Accountability! - Encourage and inspire to achieve positive outcomes.

Measure with Focus! - Measure and track progress toward desired results.

Celebrate with Passion! - Recognize, reward and communicate service excellence.