In the era of transparency, when HCAHPS scores are publicly reported, healthcare leaders have a vested interest in improving patient satisfaction. But I think there is some confusion out there about what the ultimate goal is. Is it to create a more positive patient experience or to just get better scores? At face value, you might think that the two are one and the same. Not so. I find that when the pressure is on to improve the scores, people start to strategize more about how to influence the patient rather than focusing on a better experience that will earn them the top scores. Somehow, people have managed to separate the patient’s experience from the scores. Read more...
During tough economic times, education and professional development are often among the first casualties of hospital budget cuts. If your customer service initiative falls into this cost center; think twice before you make that cut. You cannot afford to let your customer service slip especially in tough times. When money is tight, your patients think a bit more before parting with co-pays and deductibles especially if they have HSAs. After all, this $35 co-pay or $2000 deductible is their hard-earned money. That means that when they turn to you for care, they are scrutinizing things even more closely. They expect competent medical care from their providers. What they experience (and ultimately judge you on) is the service around that care. They need to see the value-added experience when they turn to you for care. After all, you aren’t modifying your mission statement with a disclaimer that reads, "e;we promise to deliver high quality compassionate, patient-centered care except during an economic downturn at which time, all bets are off."e; Your mission and brand promise must remain consistent through good times and bad.
An article in Business Week http://tinyurl.com/ajtx4e stresses that the companies that will be the most successful during an economic downturn are those that keep a close watch on service at the front lines. So how can you keep up the training and professional development when funds are tight? Read more...
In my business, I live, eat and breathe customer service. And yet, I really don’t think my standards are higher than most people’s. I am perhaps, just a bit more observant. Because I coach and teach health care providers and support staff about how they can improve their customers’ experiences, I’m always on the lookout for best practices as well as glitches–whether the encounter takes place at a restaurant, hotel or hospital. Then, solicited or not, I feel compelled to share my wisdom. Putting on my consultant cap, I offer what I think are great suggestions–only to be met with glazed looks or worse, the “Who-do-you-think-you-are-to-be-giving-me-advice?” smirk. More than once, my husband Mark has been beside me whispering, “They don’t care. Move on. Let’s go.” Apparently, he’s actually the more observant one because he clearly sees that my words of wisdom are being squandered on the deaf. Read more...
There has recently been a lot of discussion in the media lately about mystery shopping in healthcare. Although the AMA Ethics Committee has recommended using mystery shopping, there has been push back from its members. I believe that the objections may be due to lack of information about mystery shopping and what it can do for the provider. Read more...
