PERFORMANCE IMPROVEMENT WITH PATIENT SERVICE PARTNERS

Once the decision is made to use a patient-focused care delivery syste m. a variety of methods can be used to successfully design the model. The author describes the process used by a multilevel, multidisciplina ry team at a community hospital to design and implement a Service Part ner role that would meet and exceed customer expectations. Demonstrate d performance improvements included increased patient satisfaction, pr oductive labor dollar savings, and improvements in the work environmen t for staff members.