Anything is possible

At times things happen that humble you, cause you to be filled with pride and cause you to believe that anything is possible.  This past Wednesday was one of those days for me.

On Wednesday, 26 staff in our Food and Nutrition Services Department graduated from Don Miller and Associates Customer Service Academy.  Graduation was no easy task.

The requirements for graduation included attending customer service classes which spanned a little over twelve months; successfully passing a fifty question exam, completing a customer service review, and have high scores on a customer service skills assessment.  In addition, department customer service scores were required to show continuous improvement. 

GVMH uses Press Ganey to measure customer satisfaction.  Over 2,000 hospitals across the US partner with Press Ganey.  GVMH’s Food and Nutrition Services Press Ganey customer service scores continue to climb and as of September GVMH’s Food and Nutrition Services is rated at the 95th percentile of the entire nation!

To put all this in perspective, just a couple of years ago we considered outsourcing our Food and Nutrition Services and allowing a contract service to come in an provide our patient meals.  At the time our customer service scores were in the bottom 5 percent, expenses were climbing, staffing seemed high and we didn’t know what else to do.  Staff talked us out of it and wanted to try to turn things around on their own they told us they were committed to do whatever it took to “be the best”.  Well, I’d say they’ve proven that hard work and commitment have rewards because out of 2,000 hospitals across the country, they are one of the very best. 

The turnaround has been nothing short of remarkable going from the bottom 5th percentile to the top 95th percentile – AMAZING.  What makes it even more amazing, they have become more efficient than they were two years ago, they have fewer staff than they had two years ago, and they have reduced expenses by 20% over the past two years.  The staff are very committed and I’m glad we had faith in their ability and patience with their progress. 

I’m extremely proud of what the group has accomplished and I’m proud to be associated with such a great group of people. 

Congratulations to each of you, you’ve worked hard and you deserve to be recognized.  You are, without doubt, by testimony of our patients and compared to over 2,0000 other hospitals, ONE OF THE BEST IN THE NATION.

About Craig Thompson

I am a young professional with two great sons, and I work in the healthcare setting. I am employed in hospital administration and serve as Chief Operating Officer at Golden Valley Memorial Healthcare in Clinton, Missouri. These are challenging and exciting times in healthcare and my blog will focus on healthcare, raising boys or being raised by boys, and living in mid America.
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2 Responses to Anything is possible

  1. Kristen Bertz says:

    Craig- that’s amazing. You read about hospitals making a 20% increase or maybe even a 40% increase, but their results are unheard-of!
    I could only dream of seeing my unit quality outcomes indicators jump that much in just two years! (Although we are making significant strides). Well done! Be sure to publish this work into a national best practice.

  2. Kathy Hill says:

    Congrats to the FANS team. I agree – our food is always great here.

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