Welcome back, when we started this series, we stressed the importance of healthcare professionals seeing patients not simply as animated beef, but as customers …paying customers who need to be treated with respect, empathy and forthrightness. Catch up on points one to five from April 28th 2017. Here is the conclusion of that blog post, we hope it resonates and you share it with your network so that we begin to demand to be treated with the highest standards by healthcare professionals.
Use plain terms and simple explanations. It may be fun to throw around complicated jargon, but it results in misunderstandings and sometimes errors. Nobody wants errors in today’s healthcare environment. And frankly it scares patients. Always make sure your explanations are not clouded with excessive and complicated terms.
And when you use such big words, please tell us what you really mean. Offer support to ensure we understand what is happening – it actually contributes to our feeling of well being and sense of being in control. True professionals go out of their way to explain things in simple sentences.
Good manners will get you everywhere. Good manners are part and parcel of confidence and competence. Treat patients the way you’d want to be treated. Saying the appropriate words can show respect. Establishing eye contact is also part of good manners. Go way out of your way to show respect to others! It’s what being civilized is all about, isn’t it? Remember the Golden Rule – treat others how you would want to be treated.
Keep seeing healthcare as a calling. Too many professionals begin to see healthcare as a job rather than a calling (that’s when patients starting looking like animated meat). When healthcare becomes a job, mistakes are not far behind. Remember who you are and what your core business is. It might help to recall what brought you into the healthcare field. Was it to take care of people or was it to make a lot of money? If money is your motivation, that is really sad!
A close member of my family was recently in a facility for an extended period of time; it saddens me to say that this hospital was simply all about the money – from the front office staff, to the nurses, the aids…everyone. It is sad to say that I resorted to ‘subtle bribes’ (cupcakes, soda etc.) to nursing staff and doctors on call to get them to pay a little more care and attention to my family member.
Stay in touch with patients. Many healthcare professionals don’t think they have the time to stay in touch with patients after care is rendered. They tend to think it’s unnecessary and creates too much stress. That rationale should never be tolerated. Staying in touch with patients, even if it’s an e-mail or a phone call, will pay off. It also helps you earn your patients trust. When was the last time you encountered a healthcare professional that you really trusted? Staying in touch with customers is a foundational customer service pillar; hospitals who do not do that are not partners in their patients healthcare management.
LizSpire isn’t left out; we are passionate about staying in touch with readers and clients.
Keep your promises. Many promises made to patients are never kept. Things like, “You’ll get the best care here” and “We treat each individual who comes to us with dignity and respect” and also, “You’ll be just fine in a week or so.” The difference between empty talk and promises is that promises must be kept. And if it turns out you over promised, own up to it. Being honest will pay off later. Any quality business must keep its promises.
This is an impassioned plea for healthcare professionals to STOP playing lip service to providing top notch service to their patients. If I come to a doctor, even if I do get physically better I will still not be totally satisfied if the service delivery was lack luster and wanting. Healthcare practitioners, let’s go for a GOLD STAR here…let’s put our patients FIRST. Healthcare practitioners must make a point to attend customer service trainings regularly; don’t you agree?
Have you had any not so nice experience with healthcare professionals? We would love if if you shared your experience, and possibly what your expectation of their service delivery is.
