Holidays aren’t always a happy time for everyone—especially our patients. Many people are sick, or even hospitalized during the holiday season. And, when they are, someone has to care for them. Your staff. Which can take them from their own ...
Literally all of the healthcare systems we work with have policies to protect the safety and wellbeing of patients and employees. Things like consistent hand washing when entering and leaving a patient room are non-negotiable expectations. By putting them in ...
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 ...
I once read a great quote, “An apology is the superglue of life. It can fix just about anything.” I don’t know where the quote originated but it became etched in my mind because of its simple truth. A simple ...
A few weeks ago, I accompanied my daughter when she had an emergency admission for appendicitis. As always, there was the waiting game for tests and results in the ED. Patients crave information when they are in crisis. Their minds ...
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 ...
First Impressions Leave Lasting Impressions Blog: Angela Fieler In training, I often say first impressions are the gift that keeps on giving. Long after you have forgotten an encounter with a patient or family member, the first impression you made may live ...
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 ...
How patient-centered is your organization? by Angela Fieler One of the “big name” hospital systems with a great reputation has just moved into our area. They bought a small, independent hospital and have been investing a lot of money in upgrading the ...
