客服案例1.doc

The Case for Customer ServiceBy Karen HenryTMC Orthopedic（TMC骨科）The first step to healing, as the saying goes, is admitting you have a problem. Three years ago, Joe Sansone, president of TMC Orthopedic in Houston, Texas, found out he had a big problem.治疗的第一步，正如俗话所说，是承认你有问题。三年前，乔桑松，TMC的总裁在德克萨斯州的休斯顿市，发现他有一个很大的问题。With six locations throughout the city, TMC Orthopedic provides bracing, prosthetics, CPM/cryotherapy, allograft tissue, and electrotherapy products and services to patients in the greater Houston area. A businessman by trade, Sansone says he has always allowed the healthcare market to dictate the types of products and services his company offers, so TMC has run the gamut from providing durable medical equipment (DME), spinal instrumentation, and total joints to complete O&P products and services. Realizing the potential profit in the provision of prosthetic services, Sansone decided to conduct a focus group of ten prosthetic patients to determine how to meet their needs and boost prosthetic sales.整个城市有六个位置,TMC骨科医师提供支撑矫形、假肢、冷冻治疗同种异体骨组织和电疗产品、给在大休斯顿地区的病人提供服务。一个商人通过贸易, Sansone说, 他总是让医疗市场主导的各类产品和服务公司提供,所以TMC公司已包罗万象,从提供医疗设备(DME),经久耐用,脊柱装置、总关节O&P完整的产品和服务。意识到潜在的利润在规定的假肢服务, Sansone决定开展一个以十个患者为一组的专题小组以确定如何满足他们的需要和提高假肢的销售。They hate us, Sansone recalls his sales representative saying. Nobody in there is happy with us. Nobody in there is happy with anybody. Its just a room full of dissatisfied patients.“他们恨我们,” Sansone回忆他销售代表说的。在那没有任何人感到高兴，只是一屋子的患者感到不满。Sansone stepped back and thought long and hard at what it was he was really trying to accomplish with the prosthetic side of his business. Sansone was at a crossroads. He could take the easy road and continue with business as usual-after all, his profit per patient was high and the level of care his company was providing wasnt worse than anyone else out there-or he could invest time and resources to find ways to address his patients needs.Sansone退后一步,仔细地想了好久,他真正想完成的假肢业务到底是什么，Sansone正处于一个十字路口。他可以采取简单的道路，并继续像往常一样，毕竟，他的每名病人的利润比较高，他的公司的护理水平不逊于其他人那里，或者他可以投入时间和资源来设法解决他的病人的需求。He began by conducting telephone interviews with prosthetic patients. The results from the focus group were roundly confirmed-patients needs just werent being met. For the first time ever, I was able to look at prosthetic services from a patients perspective, Sansone says. 他开始对假肢患者进行电话采访，焦点访谈的结果被全面证实，患者的需要没有被满足。“这是有史以来第一次，我能够从一个病人的角度来看假肢服务” Sansone说。What he had uncovered wasnt so much an indictment on O&P patient care alone as it was an indictment on the entire continuum of care-from the primary care physician and the orthopedic surgeon to the physical medicine and rehabilitation (PM&R) physician and the O&P professional. Each physician was performing his separate role, but amputees were often bounced from one to another. Patients had two main complaints. First, they felt that nobody was listening to their needs, and second, they felt like they had no continuity of care. Nobody in the entire assembly line of care has time to deal with patients and their emotional needs, Sansone says. So we worked on developing a program that would enable us to meet all of our patients needs in addition to the provision of a prosthetic device. 他已经发现没有那么多的病人对护理单独起诉, 因为这是对整个医疗起诉书-从初级保健医生和矫形外科医生到物理医学与康复（PMR）的医生和O&P专业。首先，他们认为没有人倾听他们的需求，第二，他们觉得没有受到连续性的照顾。“在整个医疗流水线没有人有时间来处理病人和他们情感的需求” Sansone 说。“因此，我们在制定工作方案，以使我们能够满足除了提供我们的病人假肢装置以外的所有需要。”Starting Over（从头开始）The first step in the transition process was to open a new division of TMC Orthopedic-The Amputee and Prosthetic Center. Among the first steps he took was to create two new positions: patient advocate and peer visitor. The patient advocates job is to listen to the patient, help educate the patient, and act as a liaison between the patient and the practitioner.过渡过程的第一步是打开一个新的TMC骨科部截肢者及假肢中心。其中第一个步骤，他创建了两个新的职位：病人权益的维护者（护理）和同是截肢患者（开导和安慰）。病人权益维护着（护理）的工作是倾听病人，帮助教育病人，并为病人和医生作为联络。Sansones program allows for the prosthetist to do his job efficiently, while ensuring that the patients needs are met. Every new patient at The Amputee and Prosthetic Center is assigned a patient advocate, and in most cases, the patient advocate is the first person a patient sees. Once the advocate has determined the patients concerns, needs, and expectations, the prosthetist can then sit down with the patient and develop a treatment plan that is tailored to meet his or her needs and expectations.Sansone的计划允许义肢有效率的做他的工作，同时确保病人的需求得到满足。每天在截肢和假肢中心新病人被分配一个病人利益的维护者，而且在大多数情况下，病人利益的维护者总是让病人第一个看见。一旦病人利益的维护者确定了病人的关注、需求和期望，接下来义肢可以和病人坐下来制定一个治疗计划，这是为专门满足他或她的需求和渴望。When a patient first learns that he or she has or will be losing a limb, the patients anxiety level is understandably high. As early as possible, each patient will be seen by a peer visitor, someone who has also had an amputation and can help the patient cope and see that life is not over after an amputation.当病人第一次知道他已经或将要是去一个肢体，病人的焦虑水平高是可以理解的。尽可能早的，每个病人将被一个同是戒指患者的人帮助应对和看到生活并没有在截肢后结束New People, New Protocols（新人，新协议）Sansone knew he needed to strengthen The Amputee and Prosthetic Center chain. In addition to creating new positions, he brought in several new prosthetists as well as a new fabrication staff. He instituted a rigorous hiring process to ensure that each new employee qualified applicants must pass a problem-solving and a written test before continuing with the interview process. Potential employees are brought in for a minimum of two personal interviews, and once a finalist has been selected, he or she is invited to spend at least one day working at TMC to make certain the match is a good one.Sansone知道他需要加强截肢和假肢中心的连接，除了创造新职位，他还带来了一些新的义肢，以及一个新的制造员工。他制定了严格的招聘程序，以确保每个新员工符合资格的申请人必须通过解决问题和笔试在继续面试之前。潜在的雇员被带去一个最少两个人的访谈，而一旦选择一个人进入决赛，他或她被邀请到至少花费一天TMC的工作中确定比赛是好的。All Amputee and Prosthetic Center employees follow an established set of protocols that are designed to make sure that patients needs are met and that there is a consistent level of care and communication. For example, Sansone says The Amputee and Prosthetic Center has protocols for what to do for a patient at specific milestones after his or her amputation to make sure our patients are never forgotten. There are protocols to address every situation as well as every problem the company has encountered over the years. 所有的被截肢者和义肢中心员工遵循一个既定的协议, 这是为了确保病人需要被满足, 与此同时,再长期的关怀和沟通。例如,Sansone义肢中心称截肢协议,有什么对病人在特定的里程碑,他或她的截肢之后,“以确保我们的病人都从未忘记。” 有协议来处理每一个情况，以及各个公司多年来遇到的问题。New Services（新服务）An integral part of The Amputee and Prosthetic Centers program is the education and resources that patients are given. When you buy a car, you get a one-inch thick manual about the vehicle. But three years ago, we would give a patient a limb, and that patient would receive no printed materials on the care of that limb, Sansone says. Unfortunately, this seems to be the norm for our industry. Today, The Amputee and Prosthetic Center boasts an impressive library with more than 100 books and resources devoted to educating patients about becoming an amputee. Staff members are required to provide certain educational materials to patients at various milestones in the patients treatment plan. In addition, TMC pays for each new