Power moves improve the patient experience

Posted by Kristin Baird on October 15th, 2013 • 1 Comment »

I was recently conducting front line employee training in a medical center where I asked employees to map out their touch points with patients. At each documented touch point they were asked to list their current customer service behaviors. They had no problem listing out their current action steps. The real challenge came when I asked them to add their power moves to every touch point. In other words, I was challenging them to raise the bar. My message in training is that each person holds the power of one. The power to shape the patient experience and the power to make each experience special for the customer in that moment. I love to see their responses to this challenge.  When they share their  power moves they begin to shape the new habit. The beauty of this approach is that when they create it – they own it. And when they own it, they want it to be successful.

There are many behaviors that you need to hardwire for consistency sake. But when you engage the heart and mind of each employee in customer service, they begin to “heartwire” the behaviors and the impact is palpable.

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Baird Consulting

One Response to “Power moves improve the patient experience”

  1. Kristin you have an insight to get to the bottom of making any group with whom you speak, THINK. So often staff, while they go through the motions of the daily routines, they often don’t think they an make a difference in the lives of those they serve, possibly because they define for themselves that they are too busy and that they alone can’t make a difference.

    You’ve pointed out that they can and this is empowering in itself. By “thinking they can be ” the power of one” does make the difference for an individual patient and that’s what counts not just for the patient but the the nurse or other staff member to recognize just how important and often their listening and gestures can make a significant change for the benefit of tat patient and their family.

    I can thankfully look back on my nursing career and re-visit the times I took it upon myself to do what I knew was needed to assist the patient, and especially when I could see others had overlooked significant problems the patient faced.

    Elizabeth Rankin BScN

    Author: ©THE PATIENT WILL NOW SEE YOU: How Listening to the Patient will Redefine the Patient-Doctor Relationship [publication to be announced]
    Author: ©THE PATIENT RECORDED NARRATIVE: PRN & APP [ to be announced]
    SIDE-EFFECTS:CONNECT™


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