An Organization-wide Service Improvement Approach

• Champions in every department developed inter-departmental relationships to deliver a committed front line response to the voice of the customer An Organization-wide Service Improvement Approach Jennifer Jasmine Arfaa, PhD1, Cynthia Line, PhD2, Nora Kramer, MSN, RN2, Karen Montoro, RN2, Richard Blob3, Maria Francesco3, Jami Stazi, RN3, Elisabeth Kunkel, MD4, Susan Krekun, MD4, Lizanne Mason, RN2, Kathy Evans, RN2, Lorraine Weikel, RN2, Ann D. Clark, MS5, OTR/L, Ray Wisniewski6, Teresa Heavens7 1Office of Patient and Family Experience, 2Nursing Department, 3Department of Radiology, 4Department of Medicine, 5Department of Rehabilitation Medicine, 6Emergency Medicine, 7Methodist Hospital, Thomas Jefferson University Hospital, Philadelphia, PA