Service Recovery for Patient Loyalty
After working at a large patient satisfaction survey company, I have heard my fair share of patient stories. Although some stories were enthusiastic praises of the facility and the staff, more often, they were descriptions of terrible patient experiences. From losing an item at the hospital and never receiving follow-up to horror stories of poor quality of care. I’ve heard it all. A patient, who...
Effective and Active Listening to Prevent Patient Experience Issues
Customers today have choices, multiple choices. Regardless of whether the need is for pet supplies, home repair or healthcare, consumers today are more informed and more likely than ever to ‘shop around.’ Increasing and sustaining market share for any product depends on satisfying the purchaser. For decades, the healthcare industry was exempt from some of this scrutiny because insurance companies...
Moving patients from a good to a great experience
Think about a memorable experience in your life; one that you won’t ever forget. Odds are it's on one end of the experience spectrum either being a positive or negative experience. While there are many defining moments in our life that stem from an accident or luck, there are a plethora of opportunities to curate positive yet memorable experiences for the patients we care for in our healthcare...
The Art and Science of Leadership Rounding
Often the nature of my work in patient experience calls upon me to reflect about my own experiences as a patient and what the difference was from the experiences that I felt like they truly care for me and understood my needs versus those experiences that made me feel insignificant and without a say.
Using Employee Rounds to Recognize Overload & Enhance Spiritual Health
The COVID-19 pandemic has touched everyone in some manner over the last 18 months, but those in the healthcare industry have not only been challenged in their personal lives but also in their professional lives in a unique way. Staff who were able to cope well, demonstrating tremendous resilience during 2020 and into early 2021, are not faring as well with the 2021 surge of the variant that is...