I was recently dining with friends at a restaurant after having just completed a workshop on service recovery. During my workshop, I had talked about the typical restaurant experience where the wait staff asks how everything is, and, regardless of what you really think about the food, you say, “fine.” I find that about 98 percent of my workshop participants report that they say “fine” in many less-than-satisfactory situations just to avoid confrontation. Read more...
I really love this time of year. The lull that we have around the holidays gives me the chance to reflect on the previous year and set my sights on the great opportunities that lie in the year ahead. Plus, there’s something so refreshing about having a whole year spread out before me with nothing but possibilities! January is a time for setting goals for myself and for my business. It gives me direction and helps me stay aligned with my mission and vision (I have a personal mission and vision as well as for my business.). Read more...
One thing I love about my work (and there are many things to love) is the opportunity to meet and mingle with others who are as passionate about improving the patient experience as I am. When I look at my travel schedule this week, it might appear draining, but, in reality, it has been a rejuvenating experience. That’s because I’ve been able to meet and mingle with people who are in the trenches, doing great things for patients and their communities. That always helps me re-connect to purpose at the same time. Read more...
I had an interesting revelation recently that I wanted to share. In my consulting work, I am frequently asked to help clients understand the patient experience behind the HCAHPS scores. One area that many organizations struggle with is cleanliness. When the cleanliness score goes down, all eyes are on housekeeping, right? Conventional wisdom suggests that, if the scores are bad, it must mean an environmental service is doing a poor job. Well, before you start harping on the housekeeping crew, you might want to take a closer look around and make sure you understand how the patient defines cleanliness. Next, you’ll want to examine some habits that are giving you a bad rap. Read more...
In one of my recent cross-country jaunts, I did something that I rarely do—I checked a suitcase. Why is that rare for me? In my experience, checking bags equates to long waits at best and lost or damaged luggage at worst. When you add fees that are now assessed, it’s a bit comical. Read more...
“Grab a man by his wallet and his heart and mind are sure to follow.” I heard that quote years ago and it has always resonated with me, but never so much as in today’s healthcare environment. For years, service excellence was viewed as “fluff” by the C-suite. Today, service excellence, and the resulting patient satisfaction (HCAHPS) scores are not only transparent, but have some serious reimbursement at stake. It’s amazing how the shift in attention has occurred as a result of HCAHPS and value-based purchasing. Read more...
Last week, the Department of Health and Human Services scrapped plans to mystery shop thousands of primary care practices in an effort to assess access. I must admit, I was disappointed, but not surprised that physicians pushed back with such vehemence. There was an outcry that it was “Big Brother” watching. But the truth is mystery shopping is becoming much more prevalent throughout the healthcare industry.
Healthcare organizations across the country are making use of mystery shopping phone calls to assess access, as well as a number of other criteria that influence patients’ decisions. And what those organizations are learning is often surprising. Read more...
This is the eleventh entry in my in-depth interview with a patient undergoing cancer treatment.
Hope and harmony play huge roles in the healing process. Elizabeth summarizes her views on the healthcare professional’s role in creating harmony.
Elizabeth:
It is now [Wednesday] and I had my treatment this morning. Each dose is getting so much harder. I was really taken aback when the nurse who did the infusion referred to the chemo as my “first round.”
It is now [Wednesday] and I had my treatment this morning. Each dose is getting so much harder. I was really taken aback when the nurse who did the infusion referred to the chemo as my “first round.” Read more...
This is the tenth entry in my in-depth interview with a patient undergoing cancer treatment.
“Is she a patient or a client?” Many of us have debated the semantics used when describing one of the most vital stakeholders of your organization.
Elizabeth:
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This is the ninth entry in my in-depth interview with a patient undergoing cancer treatment.
We talk about the little things that really matter when establishing rapport with patients. Elizabeth shares a few examples of some seemingly minor gestures that left a lasting, memorable impression.
Elizabeth:
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