Testimonials

Chief Executive Officer and Chief Operating Officer

We recommend The Doug Williams Group because of their overall responsiveness to our needs and requests, their ability to deliver, and their Full Satisfaction Promise. We also like that Doug Williams, the CEO, is actively involved with his clients.

 

Associate Vice President

I would absolutely recommend The Doug Williams Group. You have a customizable, quality product, incredible customer service, and you get tangible results.

 

Chief Nursing Officer

The Doug Williams Group was instrumental in leading us to achieve significant operational improvements in our Emergency Department. As a result of their engagement, our patient satisfaction scores (measured by the Gallup Organization) increased from 2.9 to 3.4 and our percent LWT decreased from 13% to 7%. These results were achieved despite an increase in volume due to the closure of another Emergency Department in our service area. The reduction in LWT alone represents over $510,000 in incremental revenue.

 

Chief Operating Officer

The Emergency Care Center Improvement initiative engineered and implemented by The Doug Williams Group had a dramatic impact on our percent LWT. Process improvements, management systems, and our successful QuickCare startup have allowed us to reduce our LWT from 8% to 3%.

 

Surgical Services Director

I would recommend The Doug Williams Group in a minute. They are very knowledgeable, professional, and friendly. They aren’t like others who just come in and tell you what to do. They worked side by side with us every day to help us get things done. They are a great group and they had a huge impact on our organization.

 

Chief Human Resources Officer

We would recommend The Doug Williams Group without hesitation. They are a professional group, they are very responsive, and they give us personal attention, which is very important to us. The Doug Williams Group was highly recommended by our business contacts and they have exceeded all of our expectations.

 

Surgical Services Director

The Surgical Services Improvement Initiative engineered and implemented by The Doug Williams Group had an immediate and dramatic impact on the overall efficiency of the operating room and its’ support services. OR process improvements, an improved pre-op process and a re-designed scheduling system helped us decrease the length of time a patient waits for their surgical procedure to begin by over 50%.

 

Chief Nursing Officer

In my thirty years in this industry, I have used every improvement tool known to man, and your tools are simply better than any of them. You customize based on my unique needs and rather than “consult”, you help me improve my operations. More important than that, I respect your integrity and sincerely appreciate the excellent service delivered by every member of your staff. You folks are special and it is an honor to work with you.

 

Inpatient Department Director

Your unique Realtime Patient Satisfaction Survey is much more than a report, it is a powerful tool that keeps everyone continuously focused on opportunities for improvement. My staff really likes the detailed comment reports, especially when they receive positive recognition by name. You helped us improve our scores from 4.3 to 4.8 in just ten weeks and sustain that score for an amazing twenty-one consecutive weeks. Our Gallup scores now exceed both corporate and division averages

 

Emergency Department Director

We were able to improve our patient satisfaction scores in just six months, thanks to your Realtime Patient Satisfaction Survey. The customized reports, detailed comments, and expert facilitation gave us the tools we needed to eliminate chronic problems and achieve sustainable improvement. We are now leading our division with the highest Gallup patient satisfaction scores that have ever been achieved.

 

Division Director

We implemented your Realtime Patient Satisfaction Survey and as a result we were able to reach our goal of 98% satisfied, the highest score that has ever been reached in our division. We also enjoyed an 8.3% improvement in our referral rate, which has significantly increased our revenue. Your firm does what it says it is going to do

 

Global Product Support Manager

Your creative style and enthusiasm made this annual meeting the best that we have ever had. The integration of customized interactive workshops, behavioral assessments, and an outstanding team-building event was incredible. You helped us initiate change in our organization, which has led to clearer focus and better execution of our work plans. Thank you for doing a great job.

 

Quality Management Director

I have worked with The Doug Williams Group for several years and they have always exceeded my expectations. No request is too small and their service is amazing! Their unique “hands-on” approach helped us achieve and sustain high levels of patient satisfaction and ensure a successful accreditation outcome. I recommend The Doug Williams Group to any organization that wants to improve customer satisfaction, employee satisfaction, and profitability.

 

Industry Association President

The Doug Williams Group makes a substantial contribution to our industry by providing comprehensive services that are customized to client’s needs. I regularly refer them to members of our association and engage them whenever we have a need for improvement specialists.

 

Emergency Department Director

I just wanted to tell you how much I appreciate your dedication and hard work to help us improve our Emergency Department. Your coaching skills, methodical data collection, structured outcome reporting, and personal attention were the ingredients for success.

 

Insurance Plan Program Manager

We were challenged to measure the effectiveness of our program as perceived by the extremely diverse population we serve. The Doug Williams Group helped us develop a customized survey, conduct the survey in three languages, and provided the detailed analysis we needed to help us document and improve program participant satisfaction levels. I would recommend The Doug Williams Group to anyone.

 

Hospital Chief Administrative Officer

The collaborative relationship between The Doug Williams Group and our facility has resulted is significant improvements, particularly in the areas of patient and physician satisfaction. I am especially appreciative of your personal commitment to my organization. Your exceptional services have proven invaluable to our facility for several years now and it is a distinct pleasure to work with you and your staff.

 

Non-Profit Executive Director

“Improving The Way You Do Business” is a perfect description of what The Doug Williams Group does. I faced challenges that ranged from 100% staff turnover to a Board of Directors very resistant to change. We were energized from the moment we started working with your firm. Every person we worked with conveyed sincere interest in our needs and a complete commitment to exceeding our expectations. Thank you for your service.

 

Ms. Mary Kirtland, President

Kirtland Financial Management

As a small business owner I am so focused on providing good service to my clients today that I sometimes neglect planning for tomorrow.  I wanted to grow my business and The Doug Williams Group gave me the marketing plan that made it happen.  They created a relevant and insightful client satisfaction survey that helped me build on my firm's strengths and identify the weaknesses, but they didn't stop there.  They recommended specific improvement actions, and when we implemented them our assets under management grew by millions in half the time I expected.  Throughout the process, we received first class service and were treated as if we were the most important client in the world.

 

Mr. Tim Papas, Co-Owner

The Keyes Company

In the real estate industry, a positive work environment is necessary for us to attract and retain talented real estate agents and employees.  The Doug Williams Group helped us improve virtually all of the human resource policy and practices.  I liked the way that The Doug Williams Group focused on understanding our needs, and developed the creative, customized solutions that got results.  The Doug Williams Group helped our accounting team use feedback from our branches to implement process improvements that improved our service levels.  The Accounting team's customer satisfaction scores improved by over 20% in just six months, which translated into improved productivity, lower overhead costs, and ultimately more effective agents in the field. 

 

Mr. Jude Torchia, Chief Executive Officer

Healthcare Corporation of America

 

In healthcare, improving patient satisfaction is crucial to hospital profitability.  To help us improve our patient satisfaction scores, The Doug Williams Group designed and helped us implement a comprehensive improvement strategy that included new hire selection, service skills education, manager leadership skill development, and implementation of a unique Realitime Patient Satisfaction_­^SM­.  The Realtime Patient Satisfaction System^SM had several features that significantly contributed to our success:

• Customized survey questions, which could be modified at any time, allowed us to probe areas of special interest to us.  This helped us make sure that the right things were being worked on to eliminate problems and increase physician satisfaction.
• Large sample sizes allowed us to conduct statistical trending at the department level, every two weeks.  This provided measures and accountability to drive departmental performance improvement on a consistent basis.
• Detailed comments solicited during brief telephone interviews provided useful input from our patients about our performance.  This gave us the information we needed to recognize and improve the performance of our staff and physicians.

Because of our strong business relationship with The Doug Williams Group, our patient satisfaction scores improved from 81% to 97% in just twelve months, with a corresponding profit improvement of over $750,000 per year.

 

Mr. Greg Cummings, Director of Human Resources

Bombardier Aerospace (Flexjet)

Our company was growing so fast it was very difficult for us to assimilate talented people into our organization properly.  To maintain desired levels of efficiency and productivity in the face of such rapid growth, we needed an effective new hire selection system, practical leadership assessment tools, and focused personal coaching to help our managers develop their leadership skills.  The Doug Williams Group brought us powerful solutions to our problems, especially in the area of leadership development.  Their unique Leadership Excellence Survey and personalized coaching helped our managers improve their ability to lead and coach others.  The Doug Williams Group had a big impact on our ability to staff and develop our company during a very challenging time in our business.

 

Colonel Brodes Hartley, Chief Executive Officer

Community Health of South Dade, Inc.

 

An ongoing challenge for a non-profit like ours is to meet increasing demand for healthcare services with fewer resources.  We approached The Doug Williams Group because we needed to increase our efficiency, maintain regulatory compliance, and improve our leadership skills.  After a comprehensive assessment of our organization's strengths and weaknesses, The Doug Williams Group developed and helped us implement a strategy that included staff education, focused process improvement teams in our behavioral health and family care units, and an ongoing system to monitor and improve employee satisfaction.  Today our costs are lower, our employees are happier, and our patient satisfaction is the highest it has ever been.