You’ve just spent a few days in the hospital. While there, you felt well cared for and supported by staff. They were there to ease your mind and your pain. Then you were discharged. Now what? Even …
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The key to successful service recovery lies in creating an environment where employees feel prepared and empowered to handle whatever comes their way. Only when employees feel prepared and empowered …
We’ve all had bad customer service experiences at hotels, restaurants, airports, and, yes, even healthcare organizations. But the real test of service excellence comes when a bad experience is …
The healthcare industry runs on policies, procedures, and evidence-based protocols gleaned from best practices. And, from a clinical standpoint, those policies, procedures, and protocols generally …
Traditional interview questions ask candidates about what they might do on the job. This can give insight into the candidate’s thought process and approach to different types of situations, but it is …
All organizations talk about service, but for healthcare organizations, service is everything. Fostering an exceptional service culture throughout your healthcare organization can be a challenge, but …
Healthcare organizations are beginning to embrace the concept of a Chief Experience Officer – an individual responsible for ensuring service excellence throughout the organization. While I can see …
Face it. Dig beneath any organizational issue and you’re likely to find communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those …
Ambroise Paré is credited with these words and while Paré, the uneducated son of a country artisan who became a great surgeon, said them in the 16th century, they still resonate today. In fact, a …
Where do the vast majority of your patients and potential patients interact with you? Not in person. Not via email. By phone. That’s right; the telephone remains one of the most significant contact …
