THE POWER OF CONNECTION. Your Role in Optimizing the Patient Experience

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2 Our Focus What brings value and meaning to your work? What is your PURPOSE? What should a Memorable Experience Look, Sound, and Feel like for your INTERNAL & EXTERNAL CUSTOMERS? Looking forward, when everyone is fully connected, what will success look like for your center?

3 The customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so. --Mahatma Gandhi

4 NON- BELIEVERS Disengaged Disconnected BELIEVERS Engaged Connected CHANGE AGENTS Fully Engaged Fully Connected At Which Level is Most of Your Team?

5 THE THREE DANGERS that impede the achievement of Service Excellence COMPROMISE LACK OF ACCOUNTABILITY INCONSISTENCY

6 Opening Questions What customer service challenges are you currently facing? On a scale of 1-5, with 5 high, how would you rate the patient experience within your organization? Does your team have a clear understanding of what an exceptional patient experience Look, Sound, and Feel like? CHALLENGES Consistency in Service Employee Engagement Service Recovery Empowerment Alignment Communication Accountability Competing Priorities Complacency / Inertia

7 Service Timely Knowledgeable Courteous Patient Accurate Responsive Respectful Excellence Personalized Proactive / Anticipatory Sense of Urgency Empathy / Compassion Genuine / Authentic Empowered CONSISTENT * Customer relations are an integral part of your job, not an extension of it.

8 Leadership Development THE 4-KEY PROCESSES Selection & Recruitment Customer Loyalty THE ROADMAP Department Accountability New Employee Orientation Training Certification Daily Line-Up Work Environment & Teamwork

9 What should an exceptional Patient Experience Look Sound Feel WORK ENVIRONMENT Public Areas are clean and organized, no visible debris Offices and Work Stations are neat and organized Magazines (if any) are up-to-date and organized; no older than 3 months EMPLOYEE DEMEANOR Employee attire is professional, wearing proper name tag Employee greets patient with a warm and friendly smile Employee uses direct eye contact when interacting with the patient Employee displays a sincere desire to meet the patient requests Employee anticipates patient needs by offering personalized service (a wheelchair, water if they have waited long; directions to another part of the facility, etc.) INITIAL GREETING Patient receives friendly, enthusiastic greeting of Good morning, afternoon or evening Employee provides their name and offers assistance. My name is, how may I assist you? If the patient needs to wait, employee politely asks them to have a seat and advises that they will be called shortly Employee s speech is clear and professional, avoiding slang or industry jargon that may confuse the patient 4-Part Greeting is used when answering incoming calls (Good morning/afternoon /evening; dept.; name; how may I assist you?) Background noise within Dept. is limited, so that it isn t disruptive to the caller If a patient walks up while employee on a telephone call, the employee discretely makes eye contact and nods (with a smile) to acknowledge them CLOSING Employee thanks the patient for their business Mr. Jones, it s been a pleasure seeing you today Have a nice day Is there anything else I can do for you today? VALUE/RESPECT Employee follows up to ensure patient s waittime is minimized Employee is efficient, yet unhurried and sensitive to the patient s needs WELL SERVED Employee provides prompt recognition, patient does not feel like an interruption to their work they leave feeling well served COMPETENT STAFF Employee is knowledgeable and confident in their work; able to multi-task with ease SENSE OF URGENCY If a patient expresses a problem or concern, Employee LEAPs (Listen, Empathize, Ask, Produce) to quickly resolve it TEAMWORK Employees enjoy working together, and jump in to assist one another (especially during peak periods)

10 Is There Purpose in Your Work? Leadership Function Manage and oversee department or division operations Operate within budget Hire and manage employees Attend meetings Control costs and waste Maintain and improve worker productivity Handle internal/external conflict Complete reports Leadership Purpose Inspire, lead and motivate employees to achieve greater goals Set the vision and mission for the department Be a mentor, coach and role model Ensure the team is aligned around a common purpose Provide direction, praise and recognition for a job well done Develop the skill and talent of their team Maintain safe work environment

11 Is There Purpose in Your Work? Team FUNCTION Team PURPOSE

12 11 Simple Ways to Enhance the Customer Experience 1. We greet every customer with a warm & friendly smile. 2. We anticipate and comply with customer needs. 3. We learn something unique about each customer to personalize the experience and create loyalty and delight. 4. We use the customer s name, if and when possible. 5. We use positive eye contact to indicate that we are interested and attentive. 6. We listen carefully and empathically with our ears, eyes and heart. 7. We are polite in our speech, using words like Good morning/afternoon/ evening, I ll be happy to, Please, and Thank You. 8. We use proper telephone etiquette by answering with smile, thanking the caller, giving them our name, using hold carefully, and keeping them updated if they are on hold. 9. If the customer has experienced a problem, we apologize and work to quickly resolve it. Then we follow-up to ensure satisfaction. LEAP! 10. We maintain a professional appearance and a clean, organized work area. 11. We escort instead of pointing out directions when possible.

13 THE 4-STEP SERVICE RECOVERY PROCESS L LISTEN to the customer to genuinely understand the problem from their perspective. Allow them to express or vent the issue. Don t interrupt. show attentiveness. Maintain eye contact. If applicable, say I understand occasionally and nod your head to E EMPATHIZE with the customer, and apologize. Saying you re sorry does not mean you are admitting wrongdoing. It is simply identifying that you are listening and understand what they are saying. This is known as empathy. Use I instead of we and us. If possible use their name, saying, Please forgive me, Mr. Smith, or I apologize to signify ownership. A ASK how we can resolve the problem. Always offer them reasonable alternatives. This may require you do some research or get someone else involved. Take notes, if needed, to get all of the details. P PRODUCE a solution to solve or correct the problem right away, getting your manager or supervisor involved if necessary. If you can resolve the issue then do it! If it is something that needs time, give the customer a time frame of when you will get back to them. Maintain a high level of energy and respond quickly to the customer s needs. Follow-up to ensure the issue is resolved to the customer s satisfaction.

14 EFFECTIVE SERVICE RECOVERY RESPONDING WITH EMPATHY & COMPASSION Heart-Head-Heart (Key Words & Phrases) HEART use your heart for demonstrating empathy. HEAD use your head for providing information, solving problems, etc. HEART use your heart for reinforcing that you care. KEY PHRASES I apologize for the inconvenience I m sorry to hear that Thank you for bringing that to my attention Let me see what I can do I appreciate your patience

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16 What We Covered Defining Service Excellence What an Exceptional Patient Experience Look, Sound, and Feel like at the Front Desk Balancing Function with PURPOSE 11 Simple Ways to Enhance the Front Desk Experience Applying What You Have Learned

17 Identifying Barriers & Solutions Service Excellence Happy, Loyal Customers Fully Engaged Staff Alignment with our Vision, Mission, and Service Standards Increased Customer Satisfaction Increase Productivity & Revenue Barriers Time Accountability Negativity Communication Your role is to identify solutions we can apply to overcome these barriers and exceeding customer expectations.

18 Closing Questions What brings value and meaning to your work? What is your PURPOSE? What should a Memorable Experience Look, Sound, and Feel like for your INTERNAL & EXTERNAL CUSTOMERS? Looking forward, when everyone is fully connected, what will success look like for your center? To optimize the Patient Experience, what will you need to START, STOP, and CONTINUE?

19 Applying What You Have Learned START STOP CONTINUE Enlivening and reinforcing our standards of excellence as an example for my staff Balancing the function of my work with my purpose Recognizing staff who exemplify our service standards Finding ways to overcome the barriers that are standing in our way Allowing compromise within my team Not holding myself and/or others accountable for driving excellence Assuming my actions and behaviors do not impact the member/guest experience Being a role model for my team Treating my team, peers, and patients, with the highest level of dignity and respect Improving processes within my work team so that we are more efficient and effective

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