Embed Size (px)
Citation preview
Customer experience employee guide
3sHealth’s foundation for providing excellent customer service
Competencies(How we behave)
Principles(How we treat others)
Values(What we believe in)
3sHealth’s values Bold and courageous leadershipWe are brave and willing to try new things. We put patients and families first, inspire each other and show initiative, work with others to put innovative ideas into practice, and take thoughtful risks to advance the vision of shared services in the Saskatchewan health system.
CollaborationWe bring the right people together to achieve common goals for the benefit of patients and families through active participation, two-way communication, and mutual respect. We believe that the best outcomes happen when we share insights and build on each other’s strengths.
InnovationWe are creative, strategic thinkers who are open to exploring all possibilities that will improve the quality of patient care and realize better value for the health system. We fearlessly take on new opportunities and work closely with our partners to implement and sustain positive transformational change.
Integrity and trustWe demonstrate honesty in all that we do and take responsibility for our actions. We follow through on the commitments we make, enable one another’s successes, and strive for professional excellence in the service of patients and families.
TransparencyWe are a culture in which people feel empowered to discuss and address critical issues in a safe and supportive environment. We believe engagement and the sharing of information enables good decision-making and leads to better outcomes.
Customer service principles (Acknowledge, define, resolve)
GreetWelcome the customer with a positive attitude.
SmileMaintain a friendly demeanor and smile as appropriate.
ListenAcknowledge the customer’s concerns, summarize/paraphrase the concern if appropriate, and seek to understand.
(Re)solveBe creative and focus on ways you can address the customer’s issue rather than ways you can’t.
Go above and beyondSatisfaction is not the goal—exceed expectations and add value!
ThankAlways thank customers for reaching out.
Follow upClose the loop with customers, communicating clearly, concisely, and completely.
Core competencies for customer service excellence at 3sHealthCompetencies are the measurable or observable knowledge, skills, abilities, and behaviors that are critical to achieving organizational goals. They clarify expectations, help set performance standards, and build consistency throughout the organization, ensuring an outstanding customer experience.
Outlined below are the foundational and desired behaviours 3sHealth employees should exhibit to maintain a service-oriented culture.
Putting the customer firstPrioritizes and takes action on the needs of customers. Designs and/or delivers products, services and programs with the customer experience top of mind.
• Actively listens and asks questions to determine customer needs.• Applies knowledge about the customer to inform decision-making and
problem-solving.• Addresses customer inquiries promptly and calmly.• Brings forward customer service incidents and concerns. • Suggests ways to improve the customer experience.• Collaborates with colleagues and partners to deliver high-quality service.
Making the best callUses critical thinking to evaluate problems, gather information, understand causes, and identify best possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations.
• Seeks information and input to fully understand the cause of problems.• Initiates the evaluation of possible solutions to problems.• Makes effective decisions about work task prioritization with the customer in
mind.• Effectively navigates through ambiguity, using multiple data points to analyze
issues and identify trends.• Draws logical conclusions, and provides opinions and recommendations with
confidence.• Takes ownership of decisions and their consequences.
Communicating wellEffectively and appropriately interacts with others to build relationships, influence behaviours, and facilitate the sharing of ideas and information. Uses tact and diplomacy to navigate difficult situations.
• Seeks to understand others’ points of view, looking at verbal and non-verbal cues to encourage open and honest discussions.
• Possesses an open and approachable demeanour with a positive and constructive tone.
• Demonstrates interest in the thoughts and feelings of others.• Checks own understanding of what others have said by repeating,
paraphrasing, or clarifying. • Demonstrates self-control in stressful situations.• Provides clear, concise information to others via verbal or written
communication.
Being creative and innovativeThinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things. Encourages experimentation and accepts failure as a driver of innovation.
• Collaborates with colleagues and partners to generate customer-focused improvements.
• Is open to new ideas and ways of doing things.• Generates and shares new ideas and approaches.• Experiments with different approaches to find a better solution. • Champions improvements that create an exceptional customer experience.• Seeks to learn from both successes and failures.
Who are 3sHealth’s customers?Customers Partners
Customers receive and consume goods and services We deliver goods and services to our partners
We do things for customers We do things collaboratively with our partners
Customers are at the beginning and/or end of the value stream
Partners are within the value stream
Guide to using personas What are personas?“Personas are fictional characters […] you create to represent the different user types that might use your service, product, site, or brand in a similar way. Creating personas will help you to understand your users’ needs, experiences, behaviours and goals.”
-Interaction Design Foundation
Why do we use personas at 3sHealth?Personas are a helpful tool in design and development planning. Often times, we’re so focused on system requirements, we forget who our customers are.
Personas:• Help designers identify opportunities and gaps to drive strategy• Provide a quick and cheap way to test, validate, and prioritize ideas throughout development• Give focus to projects by building a common understanding of customers across teams• Help development teams empathize with users’ behaviours, goals, and expectations• Serve as a reference tool that can be used from strategy through to implementation
What are 3sHealth’s personas?In the fall of 2018, 3sHealth staff members collaborated to create customer personas in each of 3sHealth’s provincial service lines. These personas were then condensed into a smaller set that represent the broader set of needs and desires held by 3sHealth’s customers. Careful attention was paid to ensure that the personas were customers, not partners, of 3sHealth.
How can I use 3sHealth’s personas in my work?The following are ways provincial service line leaders and front-line employees can use 3sHealth’s personas in their daily work:• On service line walls, in order to focus the conversation on customer needs• In Kaizen planning, to ensure improvement work meets the needs of customers• In value stream mapping, to ensure value streams are created from the customer’s point of view• In project planning or system testing• In team meetings or conversations, as a reference tool to focus on customer needs and differentiate customers and partners
Teams can also use the blank persona templates to develop service-line-specific personas and foster team conversations about customer needs.
3sHealth’s personas3sHealth employees collaborated to developing four personas—Josh, George, Nadine, and Anna—who represent 3sHealth’s customers and their needs.
NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEAnna
Part-time Environmental Services Worker, part-time Food Services Worker
Speaks English as a second language
Married, 3 children
Moose Jaw (Wigmore Regional Hospital)
High School
Changes hospital linens
Uses cleaning supplies
Doesn’t work enough hours to qualify, but has had benefits in the past
Receives pay
Empathetic, optimistic, reliable, risk-taking, team-oriented, and hard-working
46NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEJosh
Physician
General Surgeon
Single
Regina General Hospital
Bachelor of Science, MD
Uses scrubs, splash curtains, and surgical linens
Uses the system to do dictation and receives reports
Uses products in hospital
Bold, decisive, independent, forward-thinking, results-oriented, structured, and rational
38 NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEGeorge
Retired Veteran
Long-term care resident; has many ongoing health concerns
Widower, 4 children
Shellbrook LTC Facility
High School
Uses bedsheets and towels in long-term care
Has had reports referred from his radiologist to his family physician
Items used in long-term care facility
Assertive, kind-hearted, hard-working, disciplined, and skeptical
83 NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEMelissa
Continuous Improvement Specialist
Is relatively new to the organization
Single parent, 2 children
3sHealth
Bachelor of Arts
Uses tea towels in kitchen
Uses office supplies
Accesses benefits services as needed
Receives pay
Adaptable, curious, friendly, personable, structured, and collaborative
32NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGENadine
Registered Nurse
Currently working; used to receive disability income due to a recurring injury
Married, 2 children
Saskatoon City Hospital
Master of Nursing
Changes bedsheets and other patient linens
Uses/receives transcribed reports
Uses supplies/equipment
Was on disability and uses her benefits
Receives pay
Fair-minded, sensitive, compassionate, emotional, adaptable, and aware
52
NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEJosh
Physician
General Surgeon
Single
Regina General Hospital
Bachelor of Science, MD
Uses scrubs, splash curtains, and surgical linens
Uses the system to do dictation and receives reports
Uses products in hospital
Bold, decisive, independent, forward-thinking, results-oriented, structured, and rational
38
NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEGeorge
Retired Veteran
Long-term care resident; has many ongoing health concerns
Widower, 4 children
Shellbrook LTC Facility
High School
Uses bedsheets and towels in long-term care
Has had reports referred from his radiologist to his family physician
Items used in long-term care facility
Assertive, kind-hearted, hard-working, disciplined, and skeptical
83
NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEMelissa
Continuous Improvement Specialist
Is relatively new to the organization
Single parent, 2 children
3sHealth
Bachelor of Arts
Uses tea towels in kitchen
Uses office supplies
Accesses benefits services as needed
Receives pay
Adaptable, curious, friendly, personable, structured, and collaborative
32
NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGENadine
Registered Nurse
Currently working; used to receive disability income due to a recurring injury
Married, 2 children
Saskatoon City Hospital
Master of Nursing
Changes bedsheets and other patient linens
Uses/receives transcribed reports
Uses supplies/equipment
Was on disability and uses her benefits
Receives pay
Fair-minded, sensitive, compassionate, emotional, adaptable, and aware
52
NAME
JOB TITLE
LINEN
TRANSCRIPTION
SUPPLY CHAIN
EMPLOYEE BENEFITS
PAYROLL & SCHEDULING
DESCRIPTION
FAMILY STATUS
Is a customer of
Attributes
LOCATION
EDUCATION
AGEAnna
Part-time Environmental Services Worker, part-time Food Services Worker
Speaks English as a second language
Married, 3 children
Moose Jaw (Wigmore Regional Hospital)
High School
Changes hospital linens
Uses cleaning supplies
Doesn’t work enough hours to qualify, but has had benefits in the past
Receives pay
Empathetic, optimistic, reliable, risk-taking, team-oriented, and hard-working
46
Checklist for building a culture of excellent customer experience These are actions leaders can take to strengthen their departments’ focus on customers and use elements of the customer experience employee guide:
Put 3sHealth’s customer personas on your visibility walls
Put 3sHealth’s customer personas (as many as you like) on your value stream maps
Create your own department’s personas (download blank persona templates)
Use personas in Kaizen planning
Use personas when planning and developing projects
Use personas as a reference tool in team meetings or conversations
Integrate customer service principles with standard greetings
Tell one patient or customer story per week at your huddles
Place a patient or customer quote on your visual daily management wall
Include a discussion about the difference between partners and customers in your next team team meeting
Nominate one staff member for a GEM award for excellent customer service
Include a standard question in your one-on-ones with team members, and ask staff for permission to share some of the answers at team meetings:
• “Tell me about your best or worst customer interaction this month.”
• “Can you share an example when you demonstrated one of 3sHealth’s core competencies in the last month.”
Set a monthly team target for improvement ideas (green cards) with a customer effect, and report on these at the corporate wall walk
Ask staff about their interactions with customer when rounding (for SLT members)
