As part of our ongoing work to better serve our patients, Healthy Living has a Performance Improvement Team that meets monthly to discuss how Healthy Living can grow stronger, both departmentally and as a whole. The team is made up of one or two representatives each from the billing, customer care, shipping, and pharmacy departments. Some suggestions and action items have included:
- Creating tighter communication between shipping and customer service, and different tools for keeping communications flowing
- Enhancing our process for sending shipping notifications to customers
- Determining corrective action for the issue of damaged packaging, including the acquisition of smaller boxes to ship smaller orders
- Expanding the training experience for customer care representatives
The PI Team also reviews feedback for improvement submitted from customers and employees and forms an action plan for implementing this feedback. Our Performance Improvement Team, and the time we are putting into collaborative conversations, are directly related to our goal of continuous improvement in all we do. Hopefully our customers will see and feel the difference over time!