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A healthcare client had a major initiative underway to create a world-class hospital renowned for its patient-centered culture and ideal patient experience. In order to achieve this, the hospital would need to improve patient satisfaction scores. The client turned to The Madison Consulting Group to find a solution that would help the entire hospital staff of 1,400 employees understand and work towards this goal.

Working closely with the client, Madison designed a customized customer service program for the hospital staff. This two-day training program consisted of four modules, addressing such topics as active listening, building and maintaining rapport with patients, and effectively communicating sensitive information.

The program was a huge success. Patient satisfaction scores increased, and hospital employees indicated that the workshops improved their daily job functions and interactions with the patients. Madison continues to provide customer service training, five years later, to all new hires within the organization.