CSS Healthcare Services

Making patient care about caring for the patient…as a person

Service Excellence Training

Through our customized Service Excellence training, our clients have received more consistently high levels of service across the organization, improved patient satisfaction, improved reputation for providing service in a customer-friendly manner, reduced patient complaints and conflicts, and improved employee satisfaction, customer service competency, and attitude.

CSS Service Excellence training helps staff become more comfortable and confident in interacting with patients, family members, and even internal customers.

They learn how to diffuse situations, reduce patient anxiety, build patient confidence, and impart a sense that they truly care.

Culture Assessment

We evaluate the organization’s culture, including its vision, structures, incentives, communications, employee climate, & training via:

Comparative Culture Assessment – Comparing service mindset horizontally and vertically
Evaluation of Corporate and Individual Goals and Incentives – Ensuring alignment and driving desired behaviors
Service and Communications Process Review – Assessing communications and service processes to identify areas for improvement
Performance Metrics Evaluation – Analyzing patient/employee/physician data v. other performance metrics to learn key satisfaction drivers.

The goal is to get everyone on the same page, moving in the same direction toward a culture of customer care.

Patient Sat Action Planning

CSS analyzes your patient satisfaction results, creates Executive Briefings, and facilitates management Action Planning meetings targeting the following goals:

Improve Patient Satisfaction Performance
Identify Key Areas of Focus – which attributes are trending down or not meeting standards
Focus on Positives to recognize areas performing especially well
Create Action Plans to be more intentional in quarter-to-quarter improvement efforts
Conduct Internal Benchmarking to identify top performers and best practices
Find the Root Cause of recurrent issues/negative trends
Identify Satisfaction Drivers, those attributes with the biggest impact on patient satisfaction.

Complementing patient care with customer care. Contact Us

Medical Mystery Shopping

CSS can paint a picture of a patient’s typical experience with your organization through our Mystery Shopping Services.

We custom-design tools, even incorporating HCAHPS, ED-CAHPS, and other attributes to add insight into your patient surveys. We use a combination of subjective tools and rating-based attributes to assess the patient experience relating to staff attitudes, service delivery processes, and the facility layout and signage. Among other benefits, the Shop engagements provide:

Real-time, Detailed Analysis of Actual Experiences
Broad assessment of Attitudes/Skills/Knowledge, Service Processes, and Facility Navigation
The “First-time Patient” Perspective.

Focus Group Facilitation

CSS can obtain participants, design the Focus Group approach and questions, and facilitate the groups – providing analysis and detailed patient commentary. The Focus Groups:

Enable a Broad assessment of Attitudes/Skills/Knowledge, Service Processes, and Facility Navigation
Provide More In-Depth Responses on Key Topics from Actual Experiences
Allow for Redirected Topics (both noting unexpected Best Practices and Issues)
Create an Understanding of Preferences and Opinion Drivers, not just Evaluation of Experience
Gain Variety of Perspectives based on Specific Clinical/Personal Situations
Often Include Repeat Patients with Multiple Experiences.

Pat./Emp./Phys. Surveys

CSS can custom-design and deliver satisfaction survey services for your organization. Along with customizing standard CAHPS surveys through our business partnership with Bivarus (formerly The Jackson Group), we can also provide analysis, and performance improvement recommendations. We have telephone and web-based survey capabilities as well as in-facility survey capabilities.

Complementing these more typical survey research services are our capabilities to create and administer “internal customer” surveys, where departments in the facility (such as Human Resources, Finance, and Materials Management) get evaluated through surveys as suppliers to their internal customer departments.

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