Spinnaker Health Partners has a new vision for Customer Service!

C.A.R.E. is a healthcare specific in-house education program that centers on unifying all elements of Customer Service….

• Patient Satisfaction

• Employee Satisfaction

• Employee Performance

Customer Satisfaction is achieved through effective implementation of the C.A.R.E. program, which develops Courtesy, Attitude, Respect, and Enthusiasm.

C.A.R.E. Customer Service Program Features

• Customized to the institution and taught by trained employees within the hospital environment.

• Employees are taught to identify and apply skills.

• Assessments of the facility by the employees are evaluated collectively.

• Management increases employee performance through buy-in and recognition.

• Integrates goal achievement into the Employee Performance Evaluation.

• Patients recognize benefits through better customer service.

• Employees and management increase personal skills and individual performance and confidence measures.

• Program can be used in formal training, orientation, and remedial settings.

• The program ties back to Customer Satisfaction through effective implementation.

 Overview of the C.A.R.E. Program Format

The C.A.R.E. Program can be customized by the institution. The original program is structured in a workshop setting with handout and workbook materials provided. Employees and management are involved and participate in the program training and development.    

• Employee Workshop and Involvement

• Management Training and Involvement

• Spinnaker Health Partners Participation and Coaching Format

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Employee Workshop and Involvement

Teaches on the premise that Employees may not be prepared to deal with conflict resolution.

The Workshop teaches the difference between Surface skills and Relationship skills.

Workshop provides employees with the tools to identify how they can make a difference to their department and the hospital.

Once they have these tools, employees do a self-assessment of their own departments and develop basic, personal goals on how they can make a difference to improve Customer Satisfaction.

Reaching and maintaining these goals will be built into the Employee Performance Evaluation.

Management Training and Involvement

C.A.R.E. Committee participation.

Attend a “Managing C.A.R.E.” workshop.

Collects and evaluates the collective employee assessments of the facility.

Integrates achievement of goals into the Employee Performance Evaluation.

Creates an Employee Recognition Program.

Teaches the C.A.R.E. program to 6-12 in-house personnel and is team-taught within the hospital environment.  

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Spinnaker Health Partners Workshops, Training, and Consultations

2-3 days per location for employee orientation and assessment by department, management training and C.A.R.E. Committee development.

2-3 days per location for follow-up on implementation of Employee Recognition Program and in-house training effectiveness.

Off-site telephone consultation.

Spinnaker Health Partners provide workshop materials for each tutorial session.