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Get Inspired! Media Partners Presents Jackson Hospital’s Customer Service Success Story

February 10, 2020
By Media Partners
Outstanding customer service is powerful. In the case of Jackson Hospital, powerful enough to change an organizational culture and win the hearts—and support—of a community.

Media Partners’ new case study, Jackson Hospital: Building Communities with … Pickles!, tells Get Inspired_Jackson Hospital_sidebarthe intriguing story of a rural Florida hospital where a (then new) Chief Nursing Officer (CNO) started a revolution with a unique training program that used pickles to teach invaluable workplace, and life, lessons.

“The Answer We Needed”

When CNO Robbin Pumphrey arrived at Jackson Hospital in 2012, she found a facility struggling with lagging patient experience ratings, which threatened to jeopardize funding and resulted in a local community that viewed the hospital skeptically. But Pumphrey came armed with a secret weapon.

“At the healthcare facility where I worked previously, I had seen Media Partners’ Give ’Em the PICKLE! program. I knew the values it taught, and I felt it was just the answer we needed to address our patient experience scores.”

Mandatory Pickle program training for Jackson Hospital staff soon took on a life of its own. Individuals embraced the values-based approach and began taking pride in discovering ways they could make the hospital experience special and meaningful for everyone with whom they came into contact.

Get Inspired_Jackson Hospital_coverThe case study explores the many ways Jackson Hospital staff worked to make the philosophy of the training a way of life, and it describes how they used the program not only to change the workplace culture within the hospital, but also to reach beyond facility walls and win back the community’s trust and support.

Get the Full Story

You don’t have to work in the healthcare industry to cheer along with the Jackson Hospital staff as you read about the ways in which customer service training enabled them to build communities inside and outside the hospital.

Download Jackson Hospital: Building Communities with … Pickles! Whatever your organization’s business might be, you’ll find inspiring lessons about customer service that you can apply in your own workplace. 


For award-winning programs, from the classic Give ’Em the PICKLE! to the latest ideas in customer service training, Media Partners has solutions to fit your organization’s needs.