We also want to register that your promises were completely fulfilled. Actually, you and your group exceeded our expectations in terms of customer focus, leadership, coaching, work quality and effectiveness. I hope that in the future we can benefit again from your group's talents and skills."
Mr. Rick Rhein
Manager, Performance Support Department
Caterpillar Americas, Inc.
"The area that has become a standard part of all our people's agenda thanks to The Doug Williams Group is the focus on the customer. Before we started our improvement effort, issues discussed and decisions made did not take into consideration the customer's perspective. Now we always hold up every issue and decision to one basic question, 'Is this meeting the customer's needs?'
Mr. Tom Dille
President
Rhone-Poulenc
"The Doug Williams Group has given new life to our Peer Counseling Program at the School of Business. Their facilitators have guided us through the process of transforming our program from one of "advising" to one of "mentoring" and making connections to freshman students that make a difference."
Ms. Karen Donno
Academic Advisor
University of Miami
"For our hospital, one of the most valuable benefits of working with The Doug Williams Group has been increased physician involvement and ownership. The team of physicians and staff is more aligned because all members of the team are focusing on the same objectives and speaking the same language. I believe having our physicians on board has been absolutely critical to the success of our effort."
Mr. Mark Eustis
Senior Executive Officer
Barnes-Jewish Healthcare System
"I just wanted to tell you how much I appreciate your dedication and hard work to assist us in moving the Emergency Department to a higher level. You efficiently let all participants use their inherent abilities to drive the process through effective coaching skills, methodical data collection and structured outcome reporting. Your individualized attention to improve our Emergency Department was a pleasurable and informative process."
Ms. Gretchen Szafaryn
Director of Emergency Services
JFK Medical Center
"I have had a working relationship with The Doug Williams Group for approximately two years and can truthfully say that they have exceeded my expectations. No request is too small and the attention given to achieving customer satisfaction and quality improvement is superior. Their involvement and hands on dedication has helped us achieve and sustain high levels of patient satisfaction, and a successful accreditation outcome. I would recommend The Doug Williams Group to any organization that is dedicated to improving customer satisfaction, employee satisfaction, and organizational performance."
Ms. Karen Shaffer
Quality Management Director
Deering Hospital
"Your style and enthusiasm made our annual meeting more successful, efficient, and enjoyable. Integrating The Doug Williams Group methodology into our meeting helped us clarify our goals and measures. The combination of tough detailed discussion coupled with an outstanding team-building event was a real winner. You helped initiate change in our organization, which has led to clearer focus and better execution of our work plans. We are looking forward to continuing this momentum with equally great improvements this year. Thank you for a great job."
Mr. Chuck Boen
Product Support Manager
Caterpillar Global Mining
"We implemented The Doug Williams Group Realtime Patient Satisfaction SystemSM and as a result of their feedback and implementation coaching we were able to reach our improvement goal of 97.5% patient satisfaction. This is the highest score ever attained in our division. We have also seen an 8.3% improvement in our physician referral rate, which has significantly increased our revenue."
Ms. Mary Granoff
Department Director
JSCH Wound Care Center
"We improved our realtime patient satisfaction scores from 4.18 to 4.41 in just six months, because of the Realtime Patient Satisfaction SystemSM. The customized reports, detailed comments and expert facilitation gave us what we needed to eliminate chronic problems and achieve sustainable improvement. In fact, we maintained our initial improvement for several months, which increased our quarterly Gallup score from 3.14 to 3.51, the highest Gallup score we have ever achieved."
Ms. Lori Litzinger
Director of Emergency Services
West Houston Medical Center
"Our telemetry staff was able to dramatically improve patient satisfaction as a direct result of our engagement with The Doug Williams Group. Their unique Realtime Patient Satisfaction SystemSM is more than a report, it is a powerful tool that keeps everyone continuously focused on opportunities for improvement. My staff really liked the detailed comment reports, especially when our patients gave them positive recognition by name. The Realtime Patient Satisfaction SystemSM helped us increase our realtime patient satisfaction scores from 4.36 to 4.72 in just ten weeks, and we sustained this improvement for a remarkable 20 out of 21 weeks. Our Gallup patient satisfaction results were positively impacted as well, with Gallup scores significantly exceeding both corporate and division averages."
Ms. Luisa Jumalon
Director of Telemetry Services
West Houston Medical Center
" 'Improving The Way You Do Business' could not be a more fitting description of what The Doug Williams Group does. As an incoming Executive Director 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 began 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. Lisa Olds
Executive Director
Martin County Healthy Start Coalition