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Cheryl Boldt, RN, NHA

Do you find problems waiting for you from the day or weekend before on sticky notes, voicemail and email? Are they waiting at your door to greet you in person?

Healthcare is a 24/7 business. Providers are positioned to deliver an intense level of professional, quality service to their customers around the clock. Organizations may provide intense customer support during the day, Monday through Friday, but to a lesser degree after hours and on the weekends. So, are we delivering A+ service on “weekdays” and C+ after hours?

After hours and weekend admissions means there are new customers, families and visitors in the facility which can make Monday morning a challenge. If every day is “Ground Hog” day, cleaning up after a busy evening or weekend, join us as we discuss what measures can be put in place to assure a great start to each day.   

At the completion of this program, the participants will be able to:
  1. Develop and implement a “Manager on Duty Support” program for after hours and weekends
  2. Implement a “No Excuses” immediate service recovery policy 24 hours a day.
  3. Implement communication protocols to track the progress of a customer’s satisfaction with problem resolution.
  4. Define how “Good News” and “Kudos” are to be shared and celebrated.
This session can be customized in length from 1-1/2 to 3 hours. The target audience is healthcare CEO’s, Administrators, Directors of Nursing, Department Managers, Supervisors and front line employees in any role.

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