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Sullivan/Luallin, Inc. was formed in the early
1980s by Kevin Sullivan and Meryl Luallin to
provide marketing and strategic planning
consulting to hospitals and medical groups.In
addition to its national recognition for the
delivery of top-quality market consulting
services, by the late 1980s the firm had gained a
continuing nationwide reputation for the design
and implementation of effective customer service
initiatives.
Rather than the typical service
sermon, the unique Sullivan/Luallin approach
utilizes a management system which communicates
customized patient-centered service standards to
all members of the organization, and holds staff
accountable against those standards.
In the early 1990s, the company
broadened its healthcare customer satisfaction
focus to include surveys of patients, staff
members, referring physicians and other
healthcare consumers as well as focus groups,
mystery patient visits and shadow coaching
engagements.
Today Sullivan/Luallin, Inc is the
premier healthcare customer service consulting
firm in the nation and the preferred provider of
patient satisfaction surveys for the Medical
Group Management Association, California
Association of Physician Groups, MedAxiom, Cardiology
Leadership Alliance and other industry
associations.
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