Welcome to the first of many interviews in our new customer spotlight section. We'll be interviewing some of our customers and finding out who they are, how they use TalkToTheManager, and how it helps their business and customer relationships. Some interviews will be text (like this one), and some will be audio or video interviews. Welcome.
We recently spoke with Susan Levy of Native Health. Native Health uses TalkToTheManager at 4 locations in Phoenix, Arizona. Susan is the Communications Coordinator for Native Health.
Tell me a little about Native Health.
Native Health is a federally qualified health center (FQHC), and we are also an Urban Indian clinic at the central location. We provide primary medical, dental, behavioral health, WIC, and wellness services. We see about 17,000 people a year, and about 70,000 visits.
What brought you to Native Health?
I came to NATIVE HEALTH for their wide array of services that are provided to the community. I believe in our mission. NATIVE HEALTH provides holistic, patient-centered, culturally sensitive health and wellness services. I think we do great work - we provide an amazing service for a lot of people. People care here.
As for my background, I have worked in non-profits for a very long time. I came to NATIVE HEALTH because I love working with the community, and doing outreach, and getting the word out about a lot of programs. Native Health is just the best place in the world. I'm very passionate about it. I've been here 10 years and it's been wonderful. It's an amazing place.
You came to us from Google Talkbin, correct?
We did. When Talkbin shut down we were looking to continue with a texting feedback service, and we found you. You have been great and I know we asked for a lot of things in the beginning, and you've been great. One difference between you and Talkbin was that now I can actually talk to somebody. I can talk to you. That's important. When I had problems with Talkbin, you couldn't talk to anybody. I'd put in a ticket and then someone might or might not get back to me. When we were looking to move services, it was important that we could talk to someone.
How has your experience been using TalkToTheManager?
It's an incredible program. You can handle issues in real-time which diffuses the situation if it's a negative comment. Sometimes people just need a little help. Recently we had a person text and told us it was cold, and we were able to respond and ask if they wanted a sweater. If the wait time is long we are able to text back and ask where they are. Talk to the Manager is anonymous but people don't know that. So we can ask them where they are. We can quickly respond and make sure everyone is taken care of.
Sometimes we'll respond via phone or from a desk if it's closer. We make it a point to respond to patients/clients as soon as possible. Normally it's no longer than 5 minutes. We don't want patients to text and feel that they are being ignored. We want to acknowledge their comments and address them immediately. Approximately 80% of the comments have been positive!
We just got a message while you and I were talking. It says:
K has been so quick and sweet with the blood draw. I didn't even feel the needle. I'm glad she's part of Native Health. K, keep up the good work, you are awesome!
(name removed for privacy)
For compliments like this, one thing that we've instituted is a token system as part of an employee recognition system. If you get 5 tokens you get to spin on a prize wheel on payday. As soon as there's a compliment regarding an employee and an employee's name is mentioned, the supervisor and CEO make sure they get a token.
What are some of the other features you use?
We use the analytics to tell how we're doing with positive versus negative comments.
We like the nightly recap of conversations. The CEO can review all daily communications.
How are you promoting the TalkToTheManager number at Native Health locations?
We have signs posted in every exam room, all through the lobby, through the hallways, and any clinical areas and all provider's offices. And we recently put them in vehicles for when we transport patients.
Are there any features or improvements you'd like to see with the service?
No. We've been extremely happy. We like the nightly recaps, and being able to respond by text or email has been convenient.
Is there anything our readers can do to help Native Health?
We always, obviously, love donations. We have a Living Well Traditionally Youth Diabetes Prevention Camp in the summer. We took 60 children to camp in northern Arizona for a week. Sponsoring a child for 5 days for camp is just $50. I think that's a pretty great deal. We took 60 kids and almost all of them are scholarshipped. Many parents can't afford it but the kids get to go thanks to someone's generosity. It doesn't cover the costs but it helps offset it.
These kids get to go horseback riding, canoeing, sleep in tents, and they never get that opportunity in Phoenix. They do archery and many fun things, and it's for Native American youth and we bring in speakers, and they learn so much about health and nutrition.
You can donate to Native Health here.
We donated $100 to help send 2 kids to camp!