Download e-book for kindle: Achieving Patient (aka Customer) Experience Excellence: by Rhonda Dishongh

By Rhonda Dishongh

Written by means of across the world stated specialists within the consumer and sufferer adventure move, Achieving sufferer (aka shopper) event Excellence: classes From a winning Cultural Transformation in a Hospital in actual fact outlines the foundations and improvement levels of a very good consumer event transformation. utilizing a fascinating tale, it permits readers to stick with the adventure of group common, a healthcare association that went from suffering to being nationally famous for its functionality and buyer pride success.

Demonstrating how group basic was once in a position to in achieving its cultural transformation, the publication offers priceless classes discovered that may be utilized throughout a number industries, together with healthcare, telecom, and fiscal providers. every one bankruptcy starts off with a case research that describes the stories of the authors—the director of shopper event layout, the director of imaging companies, a specialist, and a company psychologist—allowing readers to benefit from their luck and struggles.

Each bankruptcy additionally contains a administration studying part that gives functional recommendation and invaluable guidance for healthcare managers on their trip in the direction of attaining excellence within the sufferer event. Representing a long time of battle-tested event, this e-book won't purely assist you comprehend the elements required to construct a customer-centric tradition, yet also will give you the frame of mind it is important to strike the precise stability among sufferer (aka patron) delight and company benefit.

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Extra info for Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital

Example text

Our CEO approved to have trucks of ice and water delivered to the hospital for employees to take home and a fuel truck available to make sure employees could get gas. … He did not stop there, though. He and his administrative team loaded the ice and water into the employees’ vehicles and then pulled them forward and pumped gas into their cars. The h ­ urricane was really a turning point in servant leadership for us. The example had been set. If you could not lead with that respect and care, this would not be the place for you.

But, how do you initiate that interest? Rhonda and Greg answered this question beautifully. As a first step, due to unfortunate personal circumstances, they walked the experience their patients walk every day. Even though they had been walking the same halls and talking to the same people every day at work, they had done so with their professional hats on, as employees and part of the organization. This was even true for Rhonda, although she was a true blue believer in Patient Experience and a skilled practitioner by the time she got to Community General.

A manager needs to do the following basic things to lead: ◾◾ Make a clear statement that you are committing to the full Patient and Employee Experience—the rational and the emotional. Of course, to do this, it is necessary first to understand what being patient centric means and the resulting implications. Once this understanding is in place, it will be easy to give the troops consistent messages about what is going on and why. It is also crucial to display the behavior. Consistency is key. Inconsistency sends mixed messages and will halt a cultural transformation dead in its tracks.

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