Best Initiatives

BEST Initiative LogoThe BEST program provides a foundation to:

  • connect all our efforts across the Shands system to achieve our short-term and long-term goals
  • improve internal communications at the department level, as well as across the organization
  • facilitate change in our organization
  • create a culture of service excellence by encouraging customer-focused behaviors that will improve our patients’ experience when they receive care at our Shands facilities

Customer Service Teams

  • Customer Service Teams across the system represent all our facilities and major programs.
  • Team Leaders work with specially chosen groups of employees who use their expertise and knowledge of the organization to focus on specific issues.

There are teams focusing on these areas:

  • Reward & Recognition
  • Employee Engagement/Retention
  • Physician Engagement
  • Inpatient Satisfaction
  • Outpatient Satisfaction
  • Service Recovery
  • Emergency Department (ED) Satisfaction
  • Outpatient Satisfaction

Each facility has an Initiative Champion who coordinates activities for their site.

More Information

Learn more about the BEST activities that provide opportunities for service and operational excellence: