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Tower Health Medical Group (THMG) is the employed Physician/Provider arm of Tower Health, a key Regional Health System in Southeastern Pennsylvania.
Leaders recognized the importance of providing exceptional service to patients, but consistently missed targets. To implement and maintain excellent customer service, THMG now uses a scorecard that has Customer (Patient) Satisfaction goals tied to incentive plans for staff members and managers.
THMG recently doubled in size to 115 practice locations primarily through acquisition and intends to double again in 2020. Each acquired practice is typically a new location with an engrained culture, which creates a challenge for delivering a signature Tower experience.
Joe describes how they leveraged a common staffing model at each practice and embarked on an aggressive training initiative to gain the trust of staff, improve the customer experience, and build a respected brand in the community. At the core of the initiative is Blanchard’s Legendary Service training program, which is customized and delivered to all staff, including receptionists, clinical assistants, nurses, and practice managers. More than 1,100 team members have been trained in 7-hour, small-workshop training sessions. At the end of the initial 18 months of training, THMG is exceeding all customer satisfaction performance metrics. Hear how they are creating a C.A.R.E.-ing mindset and striving to consistently deliver legendary service to customers and each other.
