The lobby was breathtaking with a beautiful water feature and sculptures in bronze and blown glass. The registration staff was friendly and efficient in professional and tasteful uniforms. The entire building was as beautiful as any 5-star hotel. What stood out to me during one of my mother’s last hospital admissions wasn’t the striking environment or the professional appearance. It was the personalized and attentive care demonstrated through small acts of kindness. The real WOW happened when Nurse Shelly took mom’s hand and said she was delighted to be her nurse again. Similarly, it happened again when Amber, the tech remembered how much Mom loved coffee. Amber promised to bring her a cup the minute she returned from her procedure. And did!
A New Focus on WOW
As healthcare organizations embrace the patient experience on a deeper more strategic level, there is greater pressure to WOW the consumer with gorgeous architecture, room service and hotel-like amenities. Consequently, what was a WOW experience five years ago is commonplace as healthcare organizations share best practices.
As a result, we must never lose sight of the fact that it is the small acts of kindness that stay with patients and families for a lifetime. It’s the little things that show you care and leave indelible memories.