Rounding is nothing new in healthcare. It’s as old as some medical facilities themselves and also was a tactic used by Florence Nightingale as she went from one soldier to the next to provide care during the Crimean War! Rounding ...
Effective communication is absolutely critical to a positive, loyalty-building patient experience. And when the patient experience is great, your HCAHPS scores are likely to follow. But remember, the patient experience is really about more than getting great scores—it’s about delivering ...
Healthcare professionals are, by and large, a very committed, patient-oriented bunch. This is especially true of healthcare leaders who have been committed to providing exceptional service and clinical care to patients since long before they were faced with HCAHPS! But, ...
This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn't top-of-mind on our list of things to be thankful for, though, is our employees. And that's unfortunate. In fact, ...
The central focus for virtually all healthcare organizations is (or should be) the patient. Healthcare leaders know that if they can improve the patient experience, they can improve clinical outcomes and bottom line results, but healthcare organizations often struggle with ...
Recently, I intercepted what could have been a travel disaster for me as I saw an airline attendant about to put the wrong shipping tag on my luggage. Fortunately, I was able to alert the attendant and make sure the ...
Your hospital’s reputation depends not only on what your patients say about their experiences, but also what their family members or visitors have to say. After all, they see and hear things that shape their opinions. To help our hospital clients ...
You never get a second chance to make a first impression, and this is especially true with phone encounters. So, making a great first impression on the phone is essential to any business, particularly in healthcare when trust is so ...
What role does the telephone play in your organization’s ability to live the mission and build its brand? Well, despite the proliferation of new telecommunication technology, the truth is the telephone remains the most important tool to connect with your ...
1. Define Your ObjectiveIdentify one or two service issues you would like to learn more about. Priority areas can be related to feedback you received from surveys as well as complaints or comments that you received personally. Survey data or comments ...
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