Service First, Corporate Services, SWAHS
Sydney West Area Health Service
This project was entered in the 2007 NSW Health Awards, Building a Sustainable Health Workforce category.
Contact: Rosio Cordova
Abstract
The aim of this project was to equip the staff of Corporate Services with appropriate customer service skills to keep pace with the rising expectations of the community we serve, including patients, visitors and fellow staff. Many planning and brainstorming sessions were held with executives, managers and frontline staff, and as a result of the feedback from these, the Service First team was formed.
This team developed a competency based training program covering communication and professionalism, customer service, teamwork, cultural competence, self esteem and stress management.
The main outcomes of this program relate to 1052 (68.5%) Corporate Services staff have attended Service First training; an increase in staff recognition of the importance of their role in the patient / consumer journey; an increase in the ability of staff to work as part of a team; an increase in the customer service skills of staff who have attended the program and an increase in customer satisfaction with those services delivered by Corporate Services.
The full entry document can be downloaded in the formats listed below:
