Magazine article Talent Development

Indiana University Health

Magazine article Talent Development

Indiana University Health

Article excerpt

When it comes to achieving customer satisfaction, no stone is unturned at Indiana University Health.

For example, when quality and customer satisfaction levels at the Indianapolis hospital's cafeteria were flagged by a random customer survey in 2010, the healthcare organization wasted no time in responding. Concerns were brought to the Learning Solutions Department, an analysis was conducted by its Performance and Service Improvement team, and a five-month training program was developed and delivered. The result: close to 100 percent satisfaction in a follow-up survey on the cafeteria's performance.

Many employees at the cafeteria simply didn't know what great service looked like because they had never experienced fine dining, says Linda Hainlen, learning solutions manager at Indiana University Health. But when training was followed by dinner at a local five-star restaurant, "the resulting growth was amazing," she adds.

Such strategic goal achievement--and effective measurement thereof--is a daily concern for every healthcare department today, and training is no exception. At the sprawling Indiana University Health, a staff of 55 employees and assorted contractors plan and deliver training for the 11,700-employee organization.

On a growing number of occasions, they follow the four-level Kirkpatrick model, with careful attention to concrete results that link to precise expectations. Unless requests for training are accompanied by clear and measurable expectations, they are likely to be denied, says Hainlen, a Kirkpatrick- certified instructor.

To prevent that from happening, she sits on a panel that helps internal departments budget and execute proposed initiatives so that training can pass muster. It is part of an exercise that includes aligning the learning department's mission, values, and vision with the institution's Five Pillars of Excellence, which shape every important decision. …

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