Re-focus 2015:One Team: One Dream

The Best Place to Be a Patient.

WHAT IS CUSTOMER SERVICE?

Is it an Option?

Topics: Customer Service

• Importance• Who are our customers?• Welcoming environment• Managing expectations• Professionalism• Patient Interaction• Respect• Excuses

Importance of Customer Service

Patient Safety

Patient Satisfaction

Consistency: Details & Standards

Reimbursement

Working Environment

Who are our Customers?

Patients Family members Visitors to the

Building Other Employees Physicians Vendors Contract Staff

(Physical Therapy, etc.)

Anyone we come in contact with

Recap

Purpose: REFOCUS

• Customer Service

• Importance

• Who are our Customers?

How can we make everyone feel welcome?

Continue to: --Greet each person with a

smile. --Always ask:

“How are You?” “May I get you something?” “Is there anything else I can do for

you?”

No matter your position—admissions, housekeeping, nursing, rad tech, billing, etc—YOU make a HUGE impact on someone’s experience!

How can we make everyone feel welcome?Continue to (be):

Mindful of your tone.

Mindful of your body language.

Convey empathy.

Cognizant of the patient’s communication abilities.

How Can We Manage Expectations?

Example: How can we address wait times?• Communication: to family regularly

(pre, intra, post)

• Ensure “real time” charting so as to keep the family updated through the Board.

• Give patients/family realistic time frames

Po int the p a tie nts to the o nline p re -o p p a p e rwo rk

How Can We Remain Professional At All Times?

• Focus on the patient

• Avoid socializing while in the presence of a patient/family

• Avoid cell phone use in front of a patient

• Talk to the patient about his/her procedure

• Remain calm during a crisis

How Can We Best Interact With Our Patients?

REPETITION! (every patient, every time)

• Every time we make contact with our patients:• Greet our patients with a friendly smile

• Wash our hands and make patients/family aware you are doing so

• Check our patient’s ID• Assess our patient’s pain• Ask our patient: “what else we can do for you?”

Respect

• Patients/Family/Visitors

• Co-Workers

• Physicians

• Vendors

How do you feel about respect?

• To You

• To Others

• Positions

HOW?

Common Excuses

Too Busy

They are not nice

Not my Personality

Forgot

Not my job

What Do We need to do?

One Team: One Dream