Monday, December 22nd, 2014

Excellent Customer Service In Health Care

February 12, 2011 by  
Filed under Certified Nursing Assistant

I love the customer service exceptional. Everything about it. Like those who serve do not think of themselves as waiters, but service workers. They like to make others feel special. They go out of their way to “Wow”. For these superstars of service, the service is not what they do, it is “who they are.” That’s why I cringe when I hear that health professionals “I have not go to school to serve the people. “Huh?” Yes … I heard that exact quote several times. Home is caring for others, and guess what the root word in matters of hospitality. You guessed it … the hospital. I am convinced that health is the highest form of hospitality.

As a provider of health care, the purpose of your job is to help, help, empathy and concern for others. All these words mean to serve. Of course, not everyone is destined to serve others. We’ve all seen these people. That’s fine if you do not have to serve … just found a job that does not serve. If everyone is not meant to serve, then even fewer people are supposed to be providers of health care. Others (especially inpatients) are entirely their responsibility.

That leads to the largest nurse I’ve ever met. This nurse works in a hospital in Annapolis, Md., where my cousin was a balance in nearly two months. I visited him often during the two month period and saw the care he received firsthand. Although most of my clients with advice and training in health care, I must admit that this was the first time I really “feel” and understand the importance of nurses.

From my point of view, they constitute the majority of patients experience. Doctor’s have been around the morning and my cousin can spend 5-7 minutes, then leave. It ‘was the nursing team, which monitors and manages health care for the day. It was the nurse who had been invited, my cousin, if you need anything. It ‘was the nurse who listened to when he was an immediate concern. If the hospital is a building, for which nurses are the heart and soul of the building.

One of my favorite books is If Disney Ran Your Hospital. There is an interesting quote that says: “Hospitals have patients, doctors do.” This powerful statement is true in many cases. But now I can see how offensive this explanation may be that nurses, who build lasting relationships with patients and families. Nurses cry, laugh and spend time with their patients every day, every day.

Thus, during the hospital stay of my cousin, a nurse was outstanding Stacy. Along with exceptional clinical acumen, her warmth and her willingness to serve seemed as powerful as any drug that was given to my cousin. As an inpatient, he was lucky to have received many flowers for your room. After a few days, could not put the glasses as Stacy said, “I’ll make one!” She quickly got a pitcher of water in disposable styrofoam and cut it to make a makeshift vase of flowers. I mean this as a key moment of deposit, and when there are deposits, said Cha-Ching!

Stacy does not stop there. From my cousin knew it would be in the hospital at least a few months asked for a good place to order food from the area that can be picked up or delivered. It could easily have given the hospital’s concierge, but would go against their ethic of service. Stacy is a nurse who “works as it did, then she gave him a handwritten list of their favorite restaurants and next to each restaurant, said the approximate distance between the hospital and the cuisine. She even put a star with whom she really loved. Cha-Ching!

Each week, hospitalized menu receive offerings of food in the cafeteria. Since Stacy knew my cousin would stay for a while ‘, she’s got the menu throughout the month. Cha-Ching!

When Stacy entered the room, each day with beams of “Good Morning Sunshine! Here’s the plan today.” Being in a potentially depressing, like my cousin, it was refreshing to have an upbeat personality, positive, taking the advantage of being confined to a hospital bed for a prolonged period of time. Cha-Ching! Bed after a bath every day, Stacy gets a hot towel and change of linen sheets and blankets. Cha-Ching!

In summary, Stacy made him feel that he was her only patient. She never complained or talked about their workload or the number of patients “who” gave. She never complained about their bosses, colleagues or the hospital (at least not in my presence, or within earshot.) In fact, she was one of the nurses who have not heard of bad or chat in the hallway. Yes, patients can hear everything that is said in the hallway. In fact, with beams in the hospital, spoke only positively and even bragged about plans to expand the hospital. That is what a true ambassador.

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