Customer Service Standards for Healthcare Industry

anna2004

We are in the process of identifying customer service standards (healthcare industry) to be measured and rewarded with a quarterly incentive bonus program.

If anyone, particularily in the healthcare industry, has been involved in setting measurable customer service standards for this type of program and is willing to share information, it would be greatly appreciated.

MS HR

we us a patient satisfaction survey administered by an outside company.
it asks questions such as ease of setting appointments, time of wait to get appointment,
time of wait once in the office,
did health professional answer questions satisfactorily, etc.

it also measured individual care provider relations with patient, and provided assessment tool to rate the professionals.