Development, empowerment and accountability of front line employees.

Abstract

Facilitating patient-focused, cost-effective care throughout the continuum is a challenge that requires creativity of healthcare administrators. At BLK Super Specialty Hospital, a Guest Relationship Executive (GRE) and Patient Care Coordinator (PCC) role was developed to improve communication and linkage among clinical and non-clinical departments. Management also innovated various other processes which needed improvement for facilitating the improvement of services provided to the patients. Empowering PCC and GRE to take the initiative, make decisions and take actions to prevent and resolve service issues has elevated service levels and lead to an enhanced patient experience.