QUALITY AND SAFETY CLUSTER – PROJECT 17-05161.TAM
Customer Service at Central Texas VA Austin Outpatient Clinic
The Austin Outpatient Clinic provides a full spectrum of multi-specialty care to about 35,500 unique veterans annually. The clinic’s outpatient workload is 271,872 visits a year and requires a multi-disciplinary team of care providers. The clinic’s mission and vision focus on “honoring veterans with quality healthcare services.” Currently, the clinic has identified customer service as one of the key issues to be addressed by clinic management and staff. In order to develop and implement a customer service improvement plan for the clinic, the clinic leadership will turn to the clinic physicians, nurses, and staff for insights, ideas, and opportunities for improvement. This process of quality improvement, focused on customer service performance metrics, will be facilitated by a third party academic research partner in order to assure confidentiality, reduce bias, and enhance transparency and engagement from clinic staff and leadership.
How is this different from related research?
The primary purpose of this study is to improve patient satisfaction at the Central Texas VA Austin Outpatient Clinic. To do this, CHOT researchers will be able to develop a thorough understanding of each group’s perspective of customer service expectations, gaps, and goals in order to create the unified vision and purpose for clinic’s customer service improvement program. The clinic staff will provide insights and knowledge during discussion groups and from the feedback received, methods and practices will be planned and implemented to meet the needs of the clinic staff while also improving customer service.
- Develop a unified vision and purpose for the clinic
- Propose customer service improvement strategies
- Determine organizational and cultural barriers