The Heart Hospital Plano has in the past and since it’s founding always prided itself with the level of care that has been given to our guests.

Our challenge two years ago was to find and develop a process that maintained our competitive edge and which defined us as being superior in the area of hospitality. Put another way, we felt we needed a formal structure that encouraged and assisted our staff into thinking hospitality when interacting at any level with our guests.

FreemanGroup has helped us devise such a process…we call it Strive for 5. The content of the system itself is laid out in very measurable terms and is backed up by a philosophy of developing internal trainers with the skill to maintain the integrity of the content over the long haul. The final piece is a very robust data gathering process, which highlights areas of strength and weakness and which in turn allows us to prioritize our training efforts. As an aside, the reports also provide detailed narratives outlining the entire patient experience.

As President of The Heart Hospital Plano, I am delighted to say, we have maintained our position and have actually improved our scores slightly, but more importantly are now confident in our ability to maintain our competitive edge through the assistance given by FreemanGroup.

Mark Valentine
President
Baylor Scott & White
Heart Hospital Plano