You’d be hard-pressed today to find a healthcare organization—especially a hospital—that didn’t conduct some form of patient or resident satisfaction survey. Whether it’s a survey supported by a national vendor or one of the homegrown variety, those surveys lead to ...
You’ve completed the staff training for customer service. The managers are fully on board. You’ve established the standards and clarified everyone’s accountability for results. There are action plans in place with measurable results. It’s beginning to feel like all the ...
As a leader in your organization, you hold your workforce accountable for specific, measurable goals. You work on communicating those goals to your team, show them how they’re being evaluated, celebrate their successes, and take the time to coach them ...
Imagine yourself walking the hallways of your organization. You are immediately struck by a sense of welcome. You are proud to note that every employee you encounter is smiling and ready to go above and beyond to make sure their ...
Many healthcare organizations are measuring patient satisfaction in an effort to see themselves from the patient’s point of view. While those surveys reveal a wealth of information, they sometimes fall short in defining the gaps between patient expectations and actual ...
“How are you doing?,” “Paper or plastic?,” “How was everything?” We’ve come to expect questions such as these in specific situations, and when we hear them, they tend to stimulate an automatic, if not somewhat mechanical, response within us. In these ...
If you asked your employees why patient satisfaction (or any of your organizational priorities) is important to your organization, how would they answer? How many would they say it’s important because the organization is striving to attain a specific goal, ...
“I wouldn’t come back to this hospital again, even if they offered my family free healthcare for life!” Imagine passing a young mother as she storms out of a busy emergency department. She’s speaking loudly and angrily into her cell phone, ...
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