As leaders, we sometimes forget that the things we do make a difference and that our actions often speak more loudly than our words. Employees pay attention to not only what we say, but what we do—and they look for ...
Have you ever had a terrible meal at a restaurant where you were served by a very friendly, courteous waiter or waitress? A bright smile simply doesn’t make up for cold or bad food, a long wait, an unkempt environment ...
Post-discharge calls have always been important for patient service and quality care. The need for this follow up, though, has been gaining attention recently due to a new direct connection between patient satisfaction results and CMS payments. HCAHPS scores are ...
You’ve just spent a few days in the hospital. While there, you felt well cared for and supported by staff. They were there to ease your mind and your pain. Then you were discharged. Now what? Even though you may ...
The key to successful service recovery lies in creating an environment where employees feel prepared and empowered to handle whatever comes their way. Only when employees feel prepared and empowered will they be able to view a complaint as a ...
We’ve all had bad customer service experiences at hotels, restaurants, airports, and, yes, even healthcare organizations. But the real test of service excellence comes when a bad experience is swiftly and honestly addressed and turned around. When a customer complains, you ...
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 ...
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