Advertisement

Outcomes Study of a Customer Relations Educational Program in Dialysis Practice

      In the fall of 2003, a customer relations staff educational program was instituted for use throughout Renal Care Group. After 1 year and 4 months, an outcomes study was implemented to evaluate and revise the program. The program is taught by the dialysis social worker to the rest of the dialysis health-care team to increase customer relations skills with the patients, their families, and dialysis coworkers. Today, more than ever, patients are seeking better quality health care not only in technical skills but also in compassionate care. Pretest and posttest scores from each training session indicated the necessity of this training and knowledge gained. Through a survey of instructors, strengths of the program were identified, as well as were areas that needed revision. In addition to providing helpful information, some of the main strengths of the program indicated by instructors were team building and problem solving. Revisions consisted primarily of shortening the modules and simplifying the program’s use.

      Index Words

      To read this article in full you will need to make a payment

      Purchase one-time access:

      Academic & Personal: 24 hour online accessCorporate R&D Professionals: 24 hour online access
      One-time access price info
      • For academic or personal research use, select 'Academic and Personal'
      • For corporate R&D use, select 'Corporate R&D Professionals'

      Subscribe:

      Subscribe to Advances in Chronic Kidney Disease
      Already a print subscriber? Claim online access
      Already an online subscriber? Sign in
      Institutional Access: Sign in to ScienceDirect

      References

        • Berman N.
        The Seven Cs.
        Contemp Dial Nephrol. 2003; : 27-30
        • Feldman J.
        Ten ways to improve patient relations.
        Nephrol News Issues. 2004; 18: 89-92
        • Social Work Advisory Board
        The 7C’s of customer relations. Renal Care Group, 2003 (PowerPoint presentation)
        • Schrag W.F.
        Rehabilitation.
        Dial Transplant. 2000; 29: 220-228
        • Sukolsky A.
        The patients and staff who try our patience.
        Nephrol News Issues. 2003; 17 (85): 60-61
        • Schatell D.
        • Sacksteder P.
        • Curtin R.B.
        Can forging a partnership with staff help patients believe they can live long and well on dialysis?.
        Contemp Dialy Nephrol. 2001; : 25-26
        • Compton B.R.
        • Galaway B.
        Social Work Processes. 6th ed. Brooks/Cole, Pacific Grove, CA1999
        • Morrissey M.V.
        Extending the theory of awareness contexts by examining the ethical issues faced by nurses in terminal care.
        Nurs Ethics. 1997; 4: 370-381
        • National Kidney Foundation
        Kidney Disease and Rehabilitation. 1999 (New York, NY (brochure))
        • Hudson M.
        Multidisciplinary collaboration (MDC).
        Nephrol News Issues. 2004; 16: 48
        • Deziel S.
        Does what we say affect patient outcomes?.
        Nephrol News Issues. 2004; 18: 23
        • Washington M.M.
        Doctor, can you hear me? Patient, are you listening?.
        Prof Advocate Am Kidney Fund. 2003; 1: 6-7
        • Cascardo D.C.
        Creating a customer service culture.
        Medscape Money Med. 2000; 1: 1