Case Studies
Medical City Dallas Hospital, a 660-bed tertiary referral center for the HCA North Texas Division had a goal of achieving exceptional customer service. They chose mystery shopping as a tool to help them get there. The feedback and analysis included in Devon Hill Associates’ report of a first wave of calls and visits were catalysts for significant change in the areas that were assessed. Read more….
A beautiful new retirement community was failing to meet its occupancy objectives. Was it an awareness, acceptance or a sales issue – or some combination thereof? The owners decided to let a “fresh pair of eyes” assess the situation and selected Devon Hill Associates to conduct a marketing audit for them. Read more….
St. Peter's Hospital is the sole adult acute care hospital in Helena, Montana. In spite of its sole provider status, hospital management is always working to achieve a level of service excellence that will ensure that every person who calls or visits the hospital or one of its physicians is treated with kindness, respect, sensitivity and efficiency. Read more….
Saint Michael’s Hospital, Stevens Point, Wisconsin, is a 181-bed hospital which is part of the Ministry Health Care network of hospitals, clinics, long-term care facilities and other programs and services located in Wisconsin and Minnesota. Patient satisfaction is a top priority at Saint Michael’s Hospital. Recent patient satisfaction scores were not acceptable to management. The hospital looked to mystery shopping by Devon Hill Associates to provide an unbiased evaluation of service in its problem areas. Read more….
The area’s significant economic distress, a too small and, at times, overwhelmed Emergency Department, plus the diversity of a Midwestern public hospital’s patient culture led to an erosion of the hospital’s customer service and resulted in behavioral, communications, and systems challenges. Hospital patient satisfaction scores were heading down rather than up. The hospital chose mystery shopping to help identify specific opportunities for improvement.
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