February 8, 2008

New year for service improvement

Renewing their commitment to consistently providing quality customer service, MGH managers and leaders attended the kick-off of the 2008 Service Learning Series Jan. 29. The series, sponsored by the MGH/MGPO Service Improvement Department, serves as a resource for managers and change leaders who shape the service culture at the MGH.

Peter L. Slavin, MD, president of the MGH, opened the series by discussing the need to create an "always" culture of service at the hospital — one where excellent customer service is delivered for every patient, every time and during every interaction. Sharing three MGH patient stories — including those of his own great-grandfather and father — he described the impact quality service can have on a patient's overall experience at the hospital and reflected on how the MGH could achieve this. "Truly great health care can only occur when technological tools are blended with trust, compassion, good communication and kindness," he said.

Nancy Gagliano, MD, vice president of Practice Improvement, then highlighted key accomplishments of the 2007 service improvement program and shared projects planned for the year ahead. During 2008, the program will focus on three core initiatives: the Front and Center Program, a training series for front-line staff; Partnerships for Improvement, which will provide tools and support for departments committed to transforming service delivery; and the continued development of the Service Learning Series.

The next session in the Service Learning Series, "Developing the MGH Employee's Service Mindset and Skills: An Introduction to the Courses that Make Up the Front and Center Program," will be held March 19, from 9 to 10:30 am at the Holiday Inn Select. For more information, contact Cindy Sprogis at (617) 726-1030 or csprogis@partners.org.