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Customer Service in Healthcare
Creating a best in class customer experience
This is the basis for all we do…Institutional Values
S cientific, educational, and patient care excellence
U nity in pursuit of our mission
C reativity
C ompassion for our patients and their families
E mployees, volunteers, & faculty are our most prized resources
S tewardship
S ocial responsibility and ethics of the highest standard
Healthcare has come a long way…
THEN
Institutional- • All types of health care delivered in one building• Limited choice
NOWState-of-the-art Medical Centers- • Specialized Centers of Excellence• Research; Education• Easy access; close-in parking; comfortable environments
Private rooms-• natural light• amenities for families & visitors• comfortable environment• we bring the treatment and technology to the patient
Customer expectations are also ever evolving
Patients are not as patient as they used to be.
Patients live in a world where Droids and iPhones, laptops and iPads, can connect them – instantly! – to vetted advice from the Mayo Clinic.
Patients don’t expect lab results to take three days. Nothing takes three days anymore.
Patients expect to be a part of their healthcare plan
Benchmarking our customer service
Against our own past results Against our nearby health care competitors
SETTING THE BAR TOO LOW!
Customers do not stop being consumers just because they are receiving health care.
We should try to learn from industries who have been focusing on customer service for decades Retail Hospitality Entertainment
Learn from the experts
Our customers…How do patients feel?
What do they need?ScaredFrustratedConfusedVulnerableTiredAlone
CompassionAttentionUnderstandingInformationReassuranceRelief
CollagePerception of Current Environment
ANXIOUS
EXASPERATING
IMPERSONAL
FEARFUL
Collage Desirable Environment
EXCELLENCE
Teamwork
Educated/Informed
Relaxing & Comfortable
Compassionate
Hire for fitLook for people with qualities that
are aligned with our commitment to customer service and patient satisfaction.
Use behavioral based questions and have specific characteristics to look for, and only hire people who have 'it'.
Customer Service TrainingSpecific, customer-focused processes
Provide training to all employees to help develop their skills
Build employee commitment, loyalty, camaraderie and pride in their work
Reward & Recognize when individuals, and/or teams excel
Leadership DevelopmentCoaching for Service Excellence:
Weaving customer service practices into the fabric of an organization requires on-the-spot coaching between supervisors and their team members. Are our leaders equipped to deal with performance
issues? Do they understand how coaching is linked to
service improvement? Are they committed to leading the initiative and
making it work?
Specific, customer-focused process 'AIDET':Acknowledge the patient quickly and
courteously,
Introduce yourself with your name & title,
Duration -- tell the patient how long he or she can expect the visit/treatment to take,
Explain simply yet completely what to expect, what the outcome might be, etc., and
Thank the patient for choosing our services.
In health care, the patients’ experiences revolves around some critical deliverables, including: Showing compassion, e.g., caring about, not just care
for Providing a safe, welcoming and comfortable
environment Building trust Engaging the patient in the treatment plan and
throughout the process Respecting the patient’s time (waiting times; scheduling
process; registration; service recovery empowerment) Providing value-added services (patient liaisons; guest
relations; concierge type services)
Building TrustEvery encounter with our customers should buildtrust in our organization.• Employees sometimes make certain comments like
“Sorry, we are understaffed today”, or “Sorry, we just got this new system and we are struggling”, or “l’ll see what I can do.”, or “It has been a long day”, or Simply don’t engage the patient with the right words and actions at
the right times.
We need to arm our staff with the “always words” and teach them how to:
• Engage the patient in the treatment plan and throughout the process
• Earn trust and build credibility and we ultimately build customer loyalty
Service RecoveryEveryone needs to learn how to apologize.
Listen carefully and let them finish
The Blameless Apology — Don't blame another person or department. Simply say, "I'm sorry about that.”
Become a partner with the customer in solving the
problem. Solve the problem, or find someone who can solve it—
Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.
E Every Customer
Every Encounter Every Day
3
Our Customer Service Promise
Courage: To challenge the status quoTo be a strong patient advocate
Brains:Implement evidenced based process improvementsContinually learn & growChallenge ourselves to find a better way to provide
patient care
Heart:We must have compassion & empathy and it
must be in the deepest, most human way.
What it takes- to create a best in class customer experience in healthcare
Kristin Baird, RN