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 ...
December 20th, 2022
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 ...
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 ...
June 14th, 2022
A few days ago, I was talking to a friend about her recent, emergent, hospital stay. She described it as, “A nightmare.” Always the researcher, I had to dig a bit to learn more. What contributed to “Lauren’s” nightmare boiled ...
November 16th, 2021
Turn a service recovery moment into a WOW experience by Angela Fieler
There is a real art to service recovery. When done well, you can turn a problem into an opportunity to shine.
I was recently stranded in an airport and was ...
October 28th, 2021
Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by some of the brightest and best strategists and ...
July 6th, 2021
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 ...
February 16th, 2021
Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the love. I’ve had some clients say that they’ve had ...
February 9th, 2021
When it comes to service recovery, four words can be like throwing gasoline on a smoldering fire, turning an irritation into a full-blown conflagration. When one of your employees says, “That’s not my department,” the customer hears:
Don’t bother meNot my ...