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. Read more...
- Saying, “It’s not my job.”
- Rolling eyes in response to patient requests or co-worker comments
- Saying, “You’re not my patient.”
- Calling patients or visitors Hon (Honey, sweetie, sweetheart)
- Labeling patients as train wrecks, drug seekers, and frequent fliers
The term, “never events” strikes fear in the hearts of anyone in health care. High quality, safe care means that certain things should never occur on our watch. The never events that we have determined in health care are all clinically based. But imagine if we could apply the same concept to customer service and the patient experience. What if reimbursement was tied to certain events? What would we identify as the "e;never events"e; in the patient experience? I have pondered this a bit and come up with the Baird top 10 list of “never events” in the patient experience. Could these events be happening without your knowledge? What you don’t know, could be hurting you.
Like the Letterman top 10, the Baird list goes from least offensive to most offensive. Read more...