Detractors from Customer Service and WOW Opportunities at UHS

Requests from the UHS family and what is being done to resolve it!

What Detracts from WOW Customer Service at UHS: Employee Requests Collapse Table

Detractor Requests Resolution Plan/Details Status Update
No student volunteers in the summer.
Not Started
Telephone wait times.
  • In the process of hiring additional staff in CAU to combat wait times.
 In Progress
Building hard to navigate/wayfinding.
  • Signage has been placed on the walls and can be seen upon exiting the elevators. We will continue to evaluate.
 In Progress
Patients don't know full range of services.
In Progress
Technology limitations - Paper forms (Too Many Forms)
Not Started
Lack of a receptionist in the clinics or waiting room check-in
  • We moved to a centralized approach with check-in and appointment scheduling.
 Completed
No e-check in
Not Started
Online scheduling does not include all visits
Not Started
Phone etiquette (perceived rude or short)
Not Started
Need for more flexible/extended hours
In Progress
Long wait times and appointment delays throughout UHS services
In Progress
Unrealistic patient expectations
Not Started
Lack of appointment availability
In Progress
Issues with patient insurance coverage
In Progress
Unclear and unengaging signage throughout UHS
In Progress
Lack of psychiatry/psychology services
Not Started
A need for interesting materials available to patients in waiting areas
In Progress
Absence of an onsite pharmacy
Not Started
Rude employees treating patients and other staff with disrespect.
Not Started
Double booking patients
Not Started
Issues with cleanliness
Not Started
Lack of available parking
Not Started
Inability to release medical chart information to patients
Not Started
Patients feeling like their providers do not spend enough time with them
Not Started
UHS feeling too cold (temperature-wise)
Not Started
Patient fears about UHS service costs
Not Started
Inability for providers to give patients service animal certificates
Not Started
Issues with providing class absence excusal notes to patients
Not Started
Not enough time is provided for patients to fill out paperwork.
Not Started
Patients getting cut off/interrupted by providers when giving information about their symptoms, history, etc.
Not Started
Patients checking in on the wrong day.
Not Started
Patients not feeling cared for by providers
In Progress
Slow response times to patient questions, calls, concerns, etc.
Not Started
Staff refusal to use preferred patient names/pronouns
In Progress
Appointment time frames not aligning with the amount of time that is realistically needed for patient issues, diagnosis, and treatments
Not Started
Lack of patient understanding of sign-ins and sign-outs at UHS.
Not Started

 

Ideas for WOW Customer Service at UHS Collapse Table

Detractor Requests Resolution Comments
Activate EHR resources (all of them).
Accept all insurance.
No balance billing – students see no charges.
Every patient hears from the provider the day after service.
Create UHS tagline.
Customer service experience coordinator for patients.
Pharmacy vending machine for OTC medications.
Incorporate music in the health center.
Announcements for celebrating special days, accomplishments, etc.
Celebrate birthdays (E.g: “Code Birthday”)
Welcome package for 1st visit which includes FSU/UHS swag.
UHS student patient appreciation week
Offsite/mobilize some services to “meet students where they are”.
Creation of wellness rooms in different campus buildings.
Transcription tools to minimize time documenting.
Employee diversity.
iPads/Tablets at check in.
More appointment reminders for patients.
More engaging entertainment for patients.
Comfortable chairs in waiting areas.
Creation of a better system for patient notes needed for class absence excusals.
Hiring more CAU staff and unit secretaries.
“Butler” to walk patients to appointments or referrals.
Color-coded lines on floors to help students navigate UHS.
LED/TV signage showing wait times for each patient.
Standardized notation of patient name pronunciation.
Personalized notes sections for students' personal information to allow easier follow-up with patients.
Reward system for patients who show up on time to scheduled appointments.
Comfort/therapy dog visits for patients.
Bringing back psych services.
Stop double-booking appointments or only double-book appointments that facilitate double-booking.
Cease backfilling appointments.
Staff position(s) created specifically to answer questions and provide information about patient insurance problems.
Provide patients with Band-Aids and/or spot stickers (for vaccinations, blood draws, etc.) with the Seminole Logo.
Ask about and chart patient SOGI (sexual orientation and gender identity)
Posting positive messages and quotes on walls in areas where patient blind weights are taken.
Posting positive messages and quotes on bathroom mirrors.
Letting patients wear capes during immunizations and injections.
Giving out stickers/lollipops after patient appointments.
Providing a raffle each new semester for a free gym membership for a patient.
Giving a $5 gift card out to every twentieth patient.