In healthcare, exceptional customer service is a top priority. However, even the most well-intentioned organizations may stumble and deliver a subpar patient experience. The true measure of a company's commitment to customer satisfaction lies in its ability to recover from ...
Healthcare customer service is a critical component of delivering quality patient care. Patients and their families expect to be treated with kindness, empathy, and respect. Their experiences with healthcare providers can significantly impact their overall satisfaction with the care they ...
It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome By Angela Fieler Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
Why You Need to Engage Families for Higher Quality Safety and Service Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
Create a Well Founded Service Recovery Culture - 3 Essentials for Success Written By: Kristin Baird, RN, BSN, MHA It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
Posted by Kristin Baird I just found out that I have skin cancer, but honestly, that news isn’t as painful as trying to get a call back with my results. Here’s how the ordeal played out. Golf has a lot of wonderful ...
Posted by Kristin Baird Years ago, I heard a healthcare leader talk about the four hospitals within every hospital. He said that there was the daytime hospital, the nighttime hospital, the weekend hospital, and the holiday hospital. He went on to ...
Posted by Kristin Baird When we talk about best practices in customer service, it’s not unusual to hear all the reasons it won’t work here, or it can’t be done. It can be done. I’ve seen it firsthand. Last week I had ...
