MLPCare’s New Learning Program Sets Common Service Standard (2018 Case Study)

MLPCare’s “Patient/Guest Satisfaction Focused Service” was created to develop a common service standard and increase the patient/guest satisfaction level of service delivered at its hospitals. A learning program for patient service representatives was developed and launched for the whole organization. The program includes many different learning tools such as a reference book, videos, in-house trainers, classroom training, seminars, etc. The project, supported and sponsored by the company’s CEO, saw the score on the patient/guest satisfaction test rise from 78.8 to 96.5 (a 22% increase). For this innovation, MLPCare was honored with a Gold Award for Best Learning Program Supporting a Change Transformation Business Strategy in the 2018 Brandon Hall Group HCM Excellence Awards.