Red Lake IHS Hospital

History of the Customer Service Task Force

IHS Director’s Priorities

February 26, 2010 Update on Directors Priorities

Priority 3: To improve the Quality of and Access to Care

“In announcing that Customer Service is a priority, we will expect all staff as part of their job performance to treat both external customers (patients and Tribe) and internal customers (other staff) with outstanding customer service.”

Yvette Roubideaux, M.D., MPH

In the spring of 2010 when this particular IHS Director’s Priority came out announcing that “Customer Service was a priority”,  the Red Lake Hospital asked for participation and nominations from staff and soon after that , the Customer Service Task Force was formed.  The Red lake Customer Service Task Force is a partnership coalition between the IHS Service Unit, Tribal Comprehensive Health Program and the Red lake Tribal Community. We currently have 12 committee members: Chairperson, Community Representative, Comprehensive Health Services, Finance, Business Office, Contract Health Services, Patient Advocate, Property and Supply, Nursing, Diabetes Educator, Pharmacy and Nursing Administration. We meet every two weeks to discuss ways in which we can provide Excellent Customer Service to our patients, community members and Tribe as well as our internal customers; co-workers.   This important Task Force has implemented major initiatives with the central theme "to build a customer focused and customer driven health care system." This is evident by the following actions carried out in the last 2 years:

• Conducts Bi-monthly Customer Service strategic planning and problem solving meetings.
• Monthly Customer Service Award Program for employees with over 120 nominations and awards for outstanding customer service.
• Conducts Quarterly Patient Satisfaction Surveys with results posted on the hospital’s lobby bulletin board.
• Patient Satisfaction Boxes and survey's placed in several departments thorough out Facility
• Provided Initial Customer Service Training for over 200 I.H.S and Tribal employees and the Task Force is planning on this continuation of Internal Customer Service Training
• Customers were surveyed on recommendations for changes in health care delivery. Implemented many changes based on customer input including establishment of Same Day Appointment
• Clinic with dedicated providers, expanded dental providers and reduced waiting time
• Attends Community listening sessions
• Developed Red Lake History Power Pont for new employees orientation
• The Customer Service Task Force has demonstrated outstanding creativity and exceptional leadership in the implementation of a customer focused health care system in keeping with their motto "Our circle of Excellence Centers Around our Customers".



Mission Statement

“The Mission of the Customer Service Task Force is to provide Leadership and Advocate for an Outstanding Customer Focused Environment with emphasis on Respect, Cultural Sensitivity and a Caring Attitude for our External and Internal Customers”.

Vision Statement

“The Red Lake Health Care System promotes patient-centered care by providing Excellent Service through a Team approach by looking through the eyes of the patient in a respectful and culturally sensitive manner.”