July 17th, 2023
Last week, I joined my daughter on a business trip to take care of her three children while she conducted a two-day workshop in Atlanta. What I didn't realize when we departed, is that the trip would turn into a ...
May 23rd, 2023
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 ...
April 25th, 2023
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 ...
March 21st, 2023
So much has changed in healthcare over the past three years. What hasn’t changed? Patients’ expectations. Patients still want to be seen promptly, have their concerns heard, receive accurate diagnoses, and be treated with respect, dignity, and compassion. Despite the ...
January 31st, 2023
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the patient experience. Things like addressing patients by their preferred name or taking responsibility for trash or spills are usually on the list. Your ...
October 25th, 2022
Employee and patient engagement are inextricably linked. If employees are engaged, they will be motivated and driven to fulfill the mission of the organization for which they work. In healthcare, that mission is all about providing exceptional patient experiences.
But the ...
October 11th, 2022
Is your healthcare organization setting expectations for standards of care or giving suggestions?
Last week I was speaking to a large group of healthcare leaders about culture and the leader’s role in creating it. At one point, I stopped to ask ...
September 12th, 2022
Are your phone skills making or breaking relationships before they even start? It takes about 8 seconds to make a first impression when talking with someone face-to-face, but statistics show that it only takes 4 to 5 seconds when on ...
August 30th, 2022
Every organization needs policies and procedures to ensure high-quality, safe care. Yet, policies can get in the way of being reasonable if we aren’t careful. When to follow, and when not to follow, policies can be difficult, especially when trying ...
August 2nd, 2022
Many healthcare positions require a high degree of technical skill, but balancing skill with patient experience is a skill unto itself. This is especially true in direct patient care. After all, if you mess up an important technical task, you could hurt ...