A system for customer feedback: the InterVention (IV) Line.

: Healthcare organizations use a number of data collection methodologies to identify opportunities for improving customer satisfaction. One methodology used at the 665-bed University Hospitals and Clinics of the University of Mississippi Medical Center is a customer service telephone hotline. Patients, visitors, and staff members call in their compliments and concerns to the InterVention (IV) Line, which provides customized problem solving. This article provides an overview of the customer hotline and presents lessons learned from its implementation.