From your patients’ perspective, quality healthcare is demonstrated in countless moments of truth throughout their interactions with your organization. All of those interactions add up to the big quality picture. Take a walk through your organization with this checklist to ...
Imagine walking into Nordstrom's or Macy's, expecting to enjoy a quality shopping experience. Instead, you find clothing crumpled on the ground, sticky fingerprints all over the display cabinets, and inattentive salespeople taking personal calls on their cell phones. You'd almost ...
Have you ever wished you could read your customers' minds and know exactly what they think about their experiences with your organization? If you only had a method for documenting customers' impressions as they interact with your staff, you'd have ...
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 ...
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 ...
