Culture & Leadership

Henry Ford Health System World Class Service Customer Engagement Journey

Courtney Stevens, Director, Referring Physician Communication, Henry Ford Health System
Vanessa Mona, Manager, Customer Engagement & Service Improvement, Henry Ford Health System

Starting in 2010, HFHS took a refocused view of their patient satisfaction and elevated customer engagement as a priority for the system. During this Customer Engagement journey, the organization strived to create a strategic, cultural and structural support for Customer Engagement. These world class service efforts included the creation of a system wide customer engagement department, development of a Service Culture Framework, system wide communication and service training, alignment of service with goals and incentives, enhanced customer engagement communication and targeted service initiatives. Learn various efforts taken around leadership, expectations and accountability to promote world class service and customer engagement through HFHS’s 23,000 employees.