Eisenhower Medical Center

EMC Case Study

Challenge

• Needed a reliable, consistent means of tracking and responding to patient complaints and feedback
• Staff frequently bypassed the existing complaint-reporting process because it was too cumbersome and difficult to use
• Analyzing customer complaints and generating reports took too much time and effort

Solution

• Selected i-Sight Customer Service Software for ease-of-use, flexibility and extensibility
• Hospital staff can now directly input customer complaints instead of having to refer them to a specially trained system administrator
• Each complaint is automatically routed to the appropriate staff member for action within a specified time
• Serious complaints are automatically escalated to a senior manager
• Every complaint and action is clearly documented

Results

• Dramatic increase in the number of complaints captured
• Reduced response time
• Higher quality documentation and more detailed reports
• Enhanced ability to identify and address problems before they become serious

"i-Sight tells us where our problems are and what kinds of things we need to be working on, so that we can constantly improve."

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