It’s been said that last impressions are lasting impressions. That’s why it’s so important for us to consciously create a positive last impression. The operative word here is ‘create’. As with any part of the patient experience; it won’t happen by chance, but by design.
There are sacred moments in the entire patient experience pathway including the final face-to-face encounter where we have the chance to create a memorable moment that demonstrates we care. Make it a point to know what is happening during a patient’s final moments with your organization.
I feel really disappointed when I read some of our mystery shopping reports and learn that a patient was sent out the door without so much as a goodbye. They deserve so much more.
Ask yourself, what will we leave the patient and family with? Will they associate their final moments in your facility with nurturing, respect, and competence? Will they feel well prepared and confident to care for themselves? Or will they feel like they were just left to their own devices, flying in the wind with trepidation and uncertainty? The choice is yours, but success will only happen by design.