Customer Service

Customer Service. Here at Children's Healthcare of Atlanta Radiology we have made great strides in improving our service. For the last 3+ years we have been using Press Ganey to collect our customer feedback. Random customers are mailed questionnaires to fill out and return. Press Ganey then sends us the results. We had a rough start. We did not meet our goals. We fell short on the areas that should have been the easiest. Our manager has named these areas as the "warm and fuzzies". These are the personal touches. Making sure your patient and family are comfortable, that their questions have been answered and personally escorting patients to their destinations. We formed a Customer Service Committee. We meet every other week. We review our weekly scores, have guest speakers, and discuss how we can do better. We added 2 Customer Service Liaisons for Radiology. Our scores have increased dramatically. In 2006 we met our goal each month. It goes to show that those "warm and fuzzies" go a long way.