Fostering Five-Star Customer Service – Attitude Makes the Difference Whether you’re maintaining open/positive body language, addressing the patient by name, or taking an interest in the details of the patients’ personal life, all of that adds up to treating the Read More
Being a nurse is hard. You face a lot of challenges, both physical and mental, and see numerous patients every day. At some point in your career, no matter how successful you’ve been, you may even start to doubt your Read More
Negative survey scores and unfavorable patient feedback present an opportunity that cannot be found in any other circumstance. When talking about the opportunity represented by negative survey scores and unfavorable patient feedback, a common response I often hear is, “What Read More
Research clearly shows nursing engagement is a key factor in increasing medical quality, reducing medical errors, preventing complications, and the leading indicator of mortality variation. “[T]the most serious indicator of medical quality is the rate of patient deaths across hospitals. Read More
It’s no revelation that as fellow humans we naturally share a lot of similarities. We look similar, behave similarly, require the same elements to survive, and have a core set of senses and emotions that drive and guide us. Somehow, Read More
Creating a culture of service excellence that goes beyond ‘good customer service’ is all about being hospitable. Having spent my entire professional life in two service industries; the airlines and healthcare, using ‘hospitable’ to describe a customer-centered, service-oriented culture is Read More
Like it or not, in today’s digital world physician practices must focus their attention and efforts toward online marketing to attract new patients. According to research, 75% of patients have searched online to find a healthcare provider. Of those patients Read More
Empathy and Compassion in Healthcare Responding to the emotional needs of patients with empathy and compassion can be challenging, at best, and it takes much practice to get it right. The first step is to recognize that there is an Read More
No Stranger to Healthcare Facilities As the mother of four wonderful children (one of which has “special needs”), I’m no stranger to healthcare facilities of all varieties and specialties. My youngest son suffered an anoxic episode at the age of Read More
A Professional Patient Hi, there. My name is Amanda and it’s a joy to join you today for this week’s Thinking Thursday TIPs. As the mother of four wonderful children (one of which has “special needs”), I’m no stranger to Read More