5 Patient Experience “Never Events”

Posted by Kristin Baird on March 10th, 2016 • 1 Comment »

For over a decade, healthcare has identified never events to ensure patient safety. I think it’s important for us to identify never events in customer service and the patient experience as well. I have a long list of things I never want to see or hear in healthcare settings, but for the sake of brevity, I’ll share my top five.

  1. Saying, “It’s not my job.”
  2. Rolling eyes in response to patient requests or co-worker comments
  3. Saying, “You’re not my patient.”
  4. Calling patients or visitors Hon (Honey, sweetie, sweetheart)
  5. Labeling patients as train wrecks, drug seekers, and frequent fliers

In order to deliver the best, most constantly positive patient experiences, every organization needs to have and uphold standards. Having and upholding standards sets the stage for consistency, but it’s also important to define your never events. In doing so, you will be very clear about your expectations.

One way to establish never events for your department is to review the standards as a group. Ask the team to consider the standards and determine what they classify as never events. By getting the department members involved, you’ll reveal pet peeves while building buy in for more desirable behaviors.

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Baird Consulting

One Response to “5 Patient Experience “Never Events””

  1. Sydney Graham says:

    This is a very valid list you never want to experience, but often do. What needs to accompany this list is the top 5 “Always Events”. Let’s start turning these negatives into constructive positives.


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