Common use of Customer Feedback Surveys Clause in Contracts

Customer Feedback Surveys. A. Customer Service Outreach and Customer Inquiries: 1. Contractor will develop a mechanism for internal and external customers to comment on the care provided by Contractor and will provide access to comments to MVEMSA. All complaints may be anonymous but are to be counted with a unique identification number along with date and time of receipt. 2. Contractor shall have a customer service telephone line giving internal and external customers and system participants the ability to contact a designated local liaison of the Contractor’s leadership team to discuss recommendations or suggestions for service improvements. The telephone line shall be accessible with a local 209 phone number to all callers within the continental United States. a. The number may be answered by a designated manager or provide an opportunity for the caller to leave a voicemail message. The number will be published on the Contractor’s website and publicized at local healthcare facilities and public safety agencies. b. If the number is answered by an automatic greeting and/or menu selection, the initial message must immediately convey that this is a customer service line, and if caller has an emergency to hang up and dial 9-1-1 in case the caller inadvertently called the customer service line looking for emergency service. 3. Members of the Contractor’s Leadership Team are to be automatically notified of any incoming external complaint calls. Incidents that require follow up to the customer must be resolved by the end of three (3) business days from when the call was received, and if not possible, notification must be made to the customer with the status of the request.

Customer Feedback Surveys. A. Customer Service Outreach and Customer Inquiries: 1. Contractor will develop a mechanism for internal and external customers to comment on the care provided by Contractor and will provide access to comments to MVEMSA. All complaints may be anonymous but are to be counted with a unique identification number along with date and time of receipt. 2. Contractor shall have a customer service telephone line giving internal and external customers and system participants the ability to contact a designated local liaison of the Contractor’s leadership team to discuss recommendations or suggestions for service improvements. The telephone line shall be accessible with a local 209 phone number without charge to all callers within the continental United States. a. The number may be answered by a designated manager or provide an opportunity for the caller to leave a voicemail message. The number will be published on the Contractor’s website and publicized at local healthcare facilities and public safety agencies. b. If the number is answered by an automatic greeting and/or menu selection, the initial message must immediately convey that this is a customer service line, and if caller has an emergency to hang up and dial 9-1-1 in case the caller inadvertently called the customer service line looking for emergency service. 3. Members of the Contractor’s Leadership Team are to be automatically notified of any incoming external complaint calls. Incidents that require follow up to the customer must be resolved by the end of three (3) business days from when the call was received, and if not possible, notification must be made to the customer with the status of the request.

Customer Feedback Surveys. A. Customer Service Outreach and Customer Inquiries: 1. Contractor will develop a mechanism for internal and external customers to comment on the care provided by Contractor and will provide access to comments to MVEMSA. All complaints may be anonymous but are to be counted with a unique identification number along with date and time of receipt. 2. Contractor shall have a customer service telephone line giving internal and external customers and system participants the ability to contact a designated local liaison of the Contractor’s leadership team to discuss recommendations or suggestions for service improvements. The telephone line shall be accessible with a local 209 phone number without charge to all callers within the continental United States. a. The number may be answered by a designated manager or provide an opportunity for the caller to leave a voicemail message. The number will be published on the Contractor’s website and publicized at local healthcare facilities and public safety agencies. b. If the number is answered by an automatic greeting and/or menu selection, the initial message must immediately convey that this is a customer service line, and if caller has an emergency to hang up and dial 9-1-1 in case the caller inadvertently called the customer service line looking for emergency service. 3. Members of the Contractor’s Leadership Team are to be automatically notified of any incoming external complaint calls. Incidents that require follow up to the customer must be resolved by the end of three (3) business days from when the call was received, and if not possible, notification must be made to the customer with the status of the request.