Beyond the Silver Bullet: Ensuring Patient and Employee Satisfaction

Review and understand the “Six Elements of Service” model and use it to build a long-term service excellence infrastructure

Discover what’s old, what’s new and what it takes to sustain a commitment to service excellence and continuous improvement

Explore how to (and how not to) build a culture that encourages involvement and creativity as well as accountability for results

Translate the best practices, ideas and techniques from a case study of “Compassion in Action” from Grinnell Regional Medical Center