We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores.
The problem with this line of thought is that it places the score as the ultimate goal, instead of the actual patient experience. The scores are merely an indicator of the experience.
If each and every person who comes in contact with patients and other customers can treat the present – the current encounter– as the ultimate prize, they’ll get further, faster in the quest for great scores.
This moment; the one you’re in right now, is the touch point that can, and will, make all the difference. What you do in the present is the reward. So by all means, keep your eye on the prize.