creating a cutlure of service-dishongh erikson
Slide deck presentation (Nov 2011) from the Press Ganey National Client Conference by Rhonda Dishongh and Gregory D. Erikson (Memorial Hermann Northeast) describing Memorial Hermann’s program to create a culture of service through motivation, coaching, measurement and recognition. Covers organizational vision/values/behaviors, program components (engagement, recognition, accountability, leadership development, Service Excellence Advisors), implementation steps and outcome metrics (patient/employee/physician satisfaction, retention, length of stay, campus operating income).
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Rhonda Dishongh and Gregory D. Erikson (Memorial Hermann Northeast).
Monday, 2:30 – 3:45 p.m.
AANN Approval Code: 1114/6.48/02; Approval valid through November 14, 2013.
Press Ganey National Client Conference, November 2011.