Lancaster General Health’s Customer Engagement Team supports efforts to deliver an extraordinary experience across the health system.
The “customer” in the team’s name refers to patients, employees and the community. The team, which formed in 2015, focuses on building employee engagement, which in turn leads to patient engagement and the ultimate goal of achieving brand loyalty.
Engagement begins with understanding customers’ expectations. A number of tools, including Press Ganey surveys and LG Health’s 3,000-member Listens 2U panel, help the team to better understand the voice of the customer. Patient and community advisory panels are in place, and an employee panel is in development.
The team includes Director Susan Crow, administrative assistant Chris Salinger, Business Intelligence Analyst Matt Sears and Consumer Insights Project Manager Ana Prelic. Advisors Justin Cook, Kyle Garrett, Taylor Parris and Walter Stewart help to improve the patient experience in assigned focus areas.
The advisors’ current focus areas are: LG Health Physicians Family Medicine Crooked Oak, Lincoln, Lititz, Manheim, Manor Ridge and Norlanco, and Arthritis & Rheumatology Specialists (Kyle Garrett); Outpatient Oncology and LG Health Physicians Surgical Group, Cardiothoracic Surgery and Hematology & Medical Oncology (Justin Cook), Inpatient Services (Taylor Parris) and Ambulatory Surgery and the Emergency Department (Walter Stewart).
The team’s current projects include:
Rewards and recognition: developing a standard for rewarding and recognizing teams with sustained improvement in Experience metrics; creating meaningful celebrations; and sharing more positive comments across the health system
Press Ganey training and resources: developing consistent training for new leaders and resources to assist with data interpretation and improvement tools
Please direct questions or feedback on current projects to any member of the Customer Engagement Team. Additional resources are available on the team’s StarNet page.