Get every employee thinking about purpose, not just functions… To create successful medical outcomes and hospitable human experiences for our patients’ is a purpose.
‘Sorry’ may be the hardest word, but it’s a word that everyone on your team needs to learn. Resolving patient issues means knowing how to apologize for service lapses…It means getting rid of the defensiveness …when confronted by a patient upset with what she perceives to be a service gaffe. Instead, take your patient’s side in these situations, immediately and with empathy, regardless of what you think the “rational” allocation of “blame” should be. And spread this approach throughout your staff through role-playing and other training devices, so it will serve you fully every time a patient hits the fan.
Teach your employees – every single one – how to handle a patient or family member’s complaint or concern.
If you want to improve, strive to create a blame-free environment.
Understand that improving patient satisfaction is about systems just as much as it is about smiles.