The healthcare industry runs on policies, procedures, and evidence-based protocols gleaned from best practices. And, from a clinical standpoint, those policies, procedures, and protocols generally work pretty well. But, when it comes to non-clinical activities—and, particularly, customer service activities—things often ...
Traditional interview questions ask candidates about what they might do on the job. This can give insight into the candidate’s thought process and approach to different types of situations, but it is not highly predictive of what the candidate would ...
All organizations talk about service, but for healthcare organizations, service is everything. Fostering an exceptional service culture throughout your healthcare organization can be a challenge, but it can be done. In my last book, Raising the Bar on Service Excellence, I talk ...
Healthcare organizations are beginning to embrace the concept of a Chief Experience Officer - an individual responsible for ensuring service excellence throughout the organization. While I can see the merit in having a position like this, and it makes sense ...
Face it. Dig beneath any organizational issue and you’re likely to find communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those people to effectively perform the work of the organization. This is particularly true ...
Ambroise Paré is credited with these words and while Paré, the uneducated son of a country artisan who became a great surgeon, said them in the 16th century, they still resonate today. In fact, a Google search of the phrase ...
Where do the vast majority of your patients and potential patients interact with you? Not in person. Not via email. By phone. That’s right; the telephone remains one of the most significant contact points in healthcare. Unfortunately, while significant, it ...
You know a disengaged worker when you see one: the receptionist balancing her checkbook, the nurse bad-mouthing a doctor to her patient, the manager who doesn’t take action to correct a customer complaint. It’s obvious that these characters would rather ...
Later this month, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) begins live reporting. Are you prepared to be compared on a national quality report as perceived by your consumers? Kevin Stranberg, consultant with Baird Group, offers a succinct ...
Eight seconds. That’s how long it takes to form a first impression. If you think about your own interactions, you can quickly see the validity of this statistic. Whether at a job interview, a social event or a retail setting, ...
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