Reinventing Customer Service in Healthcare: Lessons Learned from the Best 

Consumer-driven services in business and the need for efficiency are accelerating changes in the way organizations operate and compete. Many consumers today are taking greater control of their purchasing power and healthcare decisions and are demanding excellence in service. The challenge is how to give them the best service in a meaningful and economic way.

Organizational survival relies on healthcare leaders with the vision, determination and courage to test various methods of enhancing the patient experience. Patient expectations are being set by other industries; for example, the airline industry, in which Southwest Airlines is the only airline that has turned in profitable years for 33 consecutive years, consistently achieved the best on-time performance, received the fewest customer complaints and fewest mishandled bags, is consistently cited for the best customer service, the smartest management and as the most fun place to work. Can the principles from a culture like Southwest Airlines help healthcare win the hearts and minds of their employees?

Kaylyn Lambert, BS, MBA

Patient Experience Manager, UnitedHealth Group

Stacy Doyle, Ph.D., RN, MBA, NEA-BC, FACHE

Senior Vice President, Ambulatory and Physician Practice Operations

Children’s Mercy Kansas City

Vice President, with CoxHealth