Success Story

South Georgia Medical Center and Lanier Health

As a Certified Nursing Assistant, Rita has unique insight into the challenges facing healthcare providers. FiveStar has enjoyed a long-time partnership with South Georgia Medical Center in Valdosta, GA — a 335-bed nonprofit hospital employing more than 3,000 people — and Lanier Health Services in Lakeland, GA — a 25-bed critical access hospital and a 62-bed convalescent center, together employing 100+ people.

FiveStar’s strategy over several projects included:

#1 — Designed a long-term customer service initiative, including forming an 18-member internal customer service team, identifying internal and external customer service improvement opportunities, and monthly coaching to maintain momentum.

#2 — Helped create internal customer service theme selected by employees to create organizational synergy.

#3 — Developed tool kits (PowerPoint Presentations, resources, etc.) for internal use by department managers, easily accessed via the intranet.

#4 — Met monthly with department heads to provide updates and enlist ongoing feedback.

#5 — Identified first- and last-impression opportunities to improve overall service image and patient perceptions.

#6 — Worked with specific departments to help improve customer-friendliness, image and professionalism.

#7 — Conducted assessments and internal customer surveys to determine strengths, challenges and opportunities for improvement.
#8 — Facilitated the development of internal customer service performance standards that have been incorporated into performance evaluations.

#9 — Created a customer service handbook, monthly activities guide and scripting for specific customer encounters.