service excellence

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Service Excellence “Actions follow thought – if thinking is changed then a culture of patient experience is able to take shape” :

Service Excellence “Actions follow thought – if thinking is changed then a culture of patient experience is able to take shape” Providing a Patient Experience by Daven Smith

Patient Satisfaction Surveys:

Patient Satisfaction Surveys Positive Survey will soon be required for Medicaid/Medicare Reimbursement These surveys have remained at 82% for nearly a decade! (that’s a C people!) Hospitals require a culture change from “Our way is the only way” to a complete patient experience Its about improving Loyalty to “OUR” hospital. Both patients and Physicians

Who is our competition?:

Who is our competition? Our “competition” is anyone that we are compared to….Who might that be? Why are these considered the best in creating an overall experience? Loyalty comes from “experiences or personal touches that we didn’t expect.

Disney What do they do to create a culture?:

Disney What do they do to create a culture? Safety Courtesy Show Efficiency

Outcomes Vs Experiences Experience is not the same as Best Practice from Service to “Theater”:

Outcomes Vs Experiences Experience is not the same as Best Practice from Service to “Theater” The hospital stay is not a service its an experience If it happens outside of ourselves it’s a service Car repair Inside its an experience THEATER Outcomes may be positive while the experience was dismal causing a dissatisfied patient Patents don’t remember service, they remember their EXPERIENCE …

Providing a patient experience Our work is not service its “theater”:

Providing a patient experience Our work is not service its “theater” Staging Clean inviting space Team mentality – not “oh housekeeping does that” Setting the expectation If survey says “Excellent” use the word excellent when discussing experience expectations. Owning the experience

Providing an Experience:

Providing an Experience Engagement – connection with the patient Make it memorable How? Greeting Using names Patient AND family members Seamless team environment Best practices and efficiencies These should never be at the expense of the patient experience

REMEMBER!!:

REMEMBER!! Who the competition is Set the stage Own the Experience THANK YOU!!!

References :

References Lee, F. (2004) If Disney Ran your Hospital 91/2 Things You Would Do Differently. Bozeman, MT Second River Health Care Press Studer, Q (2011, April 6). Narrating Care: Why the Words You Say Maximize the Impact of the Care you Provide. Retrieved from http://www.studergroup.com/home/quints_blog.dot