Dickson-Diveley Raises Bar on Customer Service

LEAWOOD – Dickson-Diveley Orthopaedics employees received training today on improving customer service.

MPM of Kansas sponsored breakfast for the morning group and lunch for the afternoon meeting. It also provided a video presentation on risk management, and BK Christopher, attorney with Horn, Aylward & Bandy, provided additional live training.

The staff also learned about a patient’s firsthand experience from a fellow employee who volunteered to share her personal knowledge and understanding, having suffered an orthopaedic injury and treatment in our clinic.

Rachel Granatino, a training consultant with (e)Merge based in Kansas City, Mo., conducted a lively interactive training session: “Creating Personal Health Experiences to Increase Patient Loyalty.” Granatino shared ideas on how to improve customer service.

Jim Bloom, practice administrator, concluded the meeting with an overview of the group’s plan for evaluating the patient experience in Dickson-Diveley offices. Managers plan to follow a patient through his or her experience at Dickson-Diveley. Managers will start with appointment scheduling and, with the patient’s consent, follow a patient through his or her visit at the clinic and rate the customer service provided by staff members throughout the process.

Merrill Lynch Wealth Management, 3401 College Blvd., Leawood, loaned the use of its training room to Dickson-Diveley Orthopaedics for the employee training session.