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 ...
Written By: Kristin Baird, RN, BSN, MHA Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
By Angela Fieler AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency. I visit a lot of healthcare organizations where the leaders say AIDET® is ...
Just because you offer training doesn’t mean the lessons are implemented immediately and consistently from that day forward which is why AIDET audits are pivotal to consistent performance. AIDET is an effective communication technique adopted by thousands of healthcare organizations. The acronym ...
For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...
COVID has hit home giving me firsthand insight into the patient and family experience. For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...
Several months ago, we did a full day workshop with a team of healthcare leaders on “Creating an Engaged Workforce”. It’s always inspiring for me to be able to work with leaders at the front line. This is where real ...
Moods are contagious. If you’ve ever been dragged into someone’s drama in the workplace, you know how damaging it can be to staff morale. One person gossiping or finding fault in others sends a ripple through the team. So it’s ...
