1. FEATURED TEAM: Outpatient Main Pharmacy, South San Francisco Medical Center Proactive customer service reduces pharmacy complaints
WHAT THEY DID
The team identified the main customer service complaints based on data collected from Member Services, alerted employees to problem areas and involved the whole team in addressing them.
Changes include:
RESULTS
In 2010, member service complaints were down 32 percent from the year before, and overall complaints were down 45 percent.
Clerks focus on being attentive to members.
Pharmacy techs assist clerks when lines get long.
Supervisors assist members with concerns or complaints
Read more about the teams work and other successful practices on the Labor Management website, LMPartnership.org.