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 ...
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...
Last week, I joined my daughter on a business trip to take care of her three children while she conducted a two-day workshop in Atlanta. What I didn't realize when we departed, is that the trip would turn into a ...
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 ...
So much has changed in healthcare over the past three years. What hasn’t changed? Patients’ expectations. Patients still want to be seen promptly, have their concerns heard, receive accurate diagnoses, and be treated with respect, dignity, and compassion. Despite the ...
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the patient experience. Things like addressing patients by their preferred name or taking responsibility for trash or spills are usually on the list. Your ...
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 ...
Employee and patient engagement are inextricably linked. If employees are engaged, they will be motivated and driven to fulfill the mission of the organization for which they work. In healthcare, that mission is all about providing exceptional patient experiences. But the ...
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 ...
Every organization needs policies and procedures to ensure high-quality, safe care. Yet, policies can get in the way of being reasonable if we aren’t careful. When to follow, and when not to follow, policies can be difficult, especially when trying ...
