1. Out-patient Pharmacy, Parma, Ohio Ohio UBT improves service time
WHAT THEY DID:
Developed a customer service survey for technicians to ask members about their experiences and wait times.
Services representatives round regularly in the wait area to look for members who may have been waiting a half-hour or longer.
RESULTS:
From the fourth quarter of 2009 to the third quarter of 2010, Parma Pharmacy improved the following scores:
Read more about the teams work and other successful practices on the Labor Management website,