Nashville Area Indian Health Service 2011 Annual Report
Nashville Area Indian Health Service 2011 Annual Report
Nashville Area Indian Health Service 2011 Annual Report
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IMPROVE CUSTOMER SERVICE<br />
working relationships, enhancing employee safety, professional development<br />
and providing superior service to Tribal customers.<br />
External Customer <strong>Service</strong><br />
In improving external customer service, the <strong>Nashville</strong> <strong>Area</strong> participated in several<br />
activities throughout FY <strong>2011</strong>. The federal service units provided video presentations<br />
in the visitor waiting rooms with a focus on <strong>Health</strong> Education. The First Impressions<br />
Teams at both the <strong>Area</strong> Office and service units developed materials designed to<br />
welcome and orient visitors to the Office/<strong>Service</strong> Unit, and the teams continued to<br />
greet visitors and provided them with a tour of the facility. At the service unit level,<br />
the First Impressions Teams also greeted individual patients to the clinic. In October<br />
2010, as part of National Customer <strong>Service</strong> Week, all service units and the <strong>Area</strong><br />
Office produced promotional material and provided training on what good and bad<br />
external customer service look like.<br />
Organizational Customer <strong>Service</strong><br />
Focusing on organizational customer service, the <strong>Nashville</strong> <strong>Area</strong> Director provided<br />
routine updates to all <strong>Area</strong> staff through periodic emails, quarterly general staff<br />
meetings, quarterly service unit chief executive officer meetings, and monthly<br />
division director meetings. In July <strong>2011</strong>, the NAO held a poster contest where<br />
project champions of various projects were encouraged to build an awareness of<br />
the objectives of the initiatives. The purpose of the competition was to educate<br />
customers about the activities other employees are engaged in and to encourage<br />
employee involvement in the projects. There were a total of 13 posters submitted<br />
which included topics such as Meaningful Use, Customer <strong>Service</strong>, IHS Scholarships,<br />
HSPD-12, etc. There were 40 local <strong>Nashville</strong> <strong>Area</strong> employees in attendance with<br />
field sites and service units participating by phone conference.<br />
CDR Robin Bartlett with her winning entry at the <strong>Nashville</strong> <strong>Area</strong> Project Champions Poster Contest.<br />
<strong>Nashville</strong> <strong>Area</strong> <strong>Indian</strong> <strong>Health</strong> <strong>Service</strong> www.facebook.com/IHSNAO 39
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