I was recently looking for a new doctor and went to a health system’s website to find one I might want to connect with. I found one, and reached out through the site’s online scheduling option to set up an ...
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
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 ...
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 ...
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 ...
We’ve all heard it said that actions speak louder than words. But when you think about it; your organizational culture speaks louder than any ad, recruitment brochure, annual report or mission statement. It’s your culture that drives employee behaviors, determines ...
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 ...
Posted by Kristin Baird I recently got a call from a Chief Experience Officer (CXO) who said her CEO was in a frenzy because a board member had had a bad experience with one of their medical practices. The CXO stated their ...
