New Employee Orientation

We have just completed this work at Cambridge Health Alliance. I can send some of our materials if people e-mail me. We were guided by the work of GriffinHospital in Derby CT – they have already established a “mission-driven” orientation.

Janis Hersh

I am happy to share our orientation agenda if you email me your request ()

We have been able to incorporate Patient Satisfaction training into our Customer Service Training for new hire as part of their orientation process. It’s an expectation that they join me for class 2 weeks after their first day on the job and learn about our Customer Service / Patient Satisfaction program. A member of Senior Leadership teaches the class with me and it’s made a HUGE impression on the new hires.

In our packet, we include a copy of our Customer Service Standards Brochure (complete with examples of behaviors to carry out those standards) as well as information regarding our Reward and Recognition Program. In addition, we have ‘badge backers’ that we give every employee with our Customer Service standards on the back. We also include ‘generic’ key words at key times (scripting) examples and information regarding service recovery. As for the actual survey, I share copies of the survey with the class and let them see the actual questions we’re asking our patients. I talk about the survey process a little but I’ve found that too much Press Ganey info right off the bat sort of overwhelms them. I focus more on the standards, service recovery and practical things they can use every day to deliver outstanding customer service.

I do speak to new hires on their first day of orientation, but it’s more of a welcome than anything specific. They get enough info that first day. I’d be happy to share any info I have just let me know!

Angie Dieringer

GrantMedicalCenter / Ohio Health

We’re starting a follow up luncheon with new employees 90 days out… involving a VP, Education Specialist and me… the Customer Service Coordinator. The new employees have a colored badge behind their name badge and all employees are to welcome and greet them as well as help when they need… without asking…

We’ll have our first luncheon in October.

We produced a “Men in Black” take off on Customer Service. All the good examples were in color and the bad examples were in black and white. The script was written by our Customer Service Committee and all the actors were our employees. When it was finished we had a premier with a fun take off on the Academy Awards with employees dressed up like actors and we even had Melissa and Joan Rivers. It was mah-ah-velous! I’ll try to get you a copy, the tapes have been used so much that they are getting lost.

Nancy Barnes, VRMC, Virginia, MN

Goals for Awesome Team Orientation

When you add new members to your team, build your orientation program around these goals:

  1. Create comfort and rapport. Offer abundant opportunities for new members to interact with teammates, bosses and co-workers from other departments and suppliers.
  2. Introduce the company culture. New members want to understand the organization’s norms and values: “How do things work around here? What’s the dress code? Do meetings start on time?” Create a mentor program that matches experienced staff with incoming teammates.
  3. Explain responsibilities and rewards. Bring new members up to speed on their job responsibilities and authority levels. Show them a copy of an appraisal form, and discuss how their performance will be assessed and rewarded.
  4. Provide reality checks. Be candid about the pressures and realities. Help new staff understand realities and start working hard to help make things better.
  5. Gain full participation. Don’t drown new teammates in a one-way stream of information. Invite them to explore the organization, research the competition, meet customers and generate their own questions from you.

-Ron Kaufman, It Pays to Help New Staff Start Right

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