Kara Redoutey, MBA
Why are leaders hesitant to focus on this?
An article in The Harvard Business Review shared a quote from a professor at Columbia University saying, “It’s all too easy for businesses to become inward focused, to think about their own activities rather than what the customer is going through. They think they’re focused on the customer, but they really aren’t.” This quote was a great reminder that we don’t always put ourselves in our patients’ shoes. We often focus on our own processes and outcomes, rather than thinking about how our patients feel in the interactions with us. At times, we don’t really think about the overall impact that our everyday service has on our patients and the long term effects of failing to deliver on our commitment of giving perfect service.
What is the case for doing it anyway?
Our mission to make a difference in our community is served in part by providing excellent service to our patients. The more consistent we are in delivering positive patient experiences, the more patients will support the organization and continue to choose us for their care. It is an amazing feeling to have made a hard, time consuming, or difficult situation just a little bit better for our patients by demonstrating to them how much they matter to us through our service to them.
How can you do it?
Do your best to model The SOMC Way in every interaction with our patients and co-workers. We will all be better for your commitment to focus on making each patient experience a positive one.
THE SOMC WAY
- I will acknowledge my customers with a warm smile, friendly greeting and eye contact.
- I will introduce myself to my customers, sharing my name and my role in caring for them, and I will call my customers by the name they prefer.
- I will make a personal connection with my customers by treating them like I or my family would want to be treated and remembering the “little things” to make them feel special.
- I will communicate respectfully with my customers by listening attentively (sitting down if in person) and displaying positive, open body language.
- I will explain the tasks I am performing for my customers by narrating while I am completing them, using terms that my customers can understand.
- I will keep my customers informed of the duration of their tests and treatment and up-to-date on any delays in their care.
- I will thank my customers for choosing SOMC for their care, and always ask if they need any additional assistance when my interaction with them is ending.
- I will take ownership of issues or problems for my customers, apologizing for the concern, working to find a solution or someone who can help me, and following through to fix the situation.
- I will be professional while representing SOMC through my neat, clean appearance and professional conduct.
- I will be a respectful team player at SOMC by anticipating my co-workers’ needs, helping where and when they need help, and acknowledging that all jobs and departments are important in delivering a positive patient experience.