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Keywords

CUSTOMER SERVICE, PATIENT SATISFACTION, GAME

 

Authors

  1. Dologite, Kimberly A. MSN, RN
  2. Willner, Kathleen C. BSN, RN
  3. Klepeiss, Debra J. BA, RN
  4. York, Susan A. MHA, RN
  5. Cericola, Lisa M. BSN, RN

Abstract

Traditional approaches to teaching customer service skills do not involve participant interaction, nor do they provide a fun and relaxed atmosphere for learning. This article describes the development of PCRAFT Pursuit(C), an innovative game used to teach customer service skills. The development process began with concerns identified through patient satisfaction surveys. The implementation of this game became an integral component of education to improve customer service skills of staff throughout the hospital network.