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Richard Branson Reveals His Customer Service Secrets

Forbes.com contributor and communications coach, Carmine Gallo, learned 7 valuable customer service lessons in a day with Richard Branson and the Virgin Amer...
Encompass HealthCare's insight:

What are the secrets of a good business?  The answer isn't surprising and it's almost intuitive:  customer service.  It's really that simple. According to successful entrepreneur and billionaire Sir Richard Branson, CEO and founder of Virgin Group, his gold standard of customer service is what we strive for and deliver here at Encompass HealthCare and Wound Medicine, located in West Bloomfield, Michigan.  Of the seven tactics Branson talks about in this clip, one is "hire for (good) attitude."  Every employee at Encompass HealthCare is friendly, positive, and sees "the glass as 1/2-full."  This is particularly important when patients come in with serious, non-healing wounds often compounded by poor, previous medical attention. Many are discouraged and not feeling their best.  At Encompass, we not only deliver healthcare with friendly, encouraging faces and attitudes, but we also bear gifts like educational tips, preventative tips, and extras like snacks, homemade lunches, and conversations about patients' families and their grandkids.  At Encompass, we build relationships with our patients.  And it's real.


Our employees are our greatest assets, another one of Branson's must-have seven customer service dimensions. After all, we are the faces that our patients see day in and day out.  We truly take an interest in our patients, hoping to relieve any medical concern they may have. And according to our in-house surveys, our patients rate us "very courteous" and "outstanding" in attitude and approachability. 


We love what we do at Encompass HealthCare and Wound Medicine. We not only heal wounds, but we heal the broken customer service that has become almost expected in today's service industry.  



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Patient Satisfaction: It Is Not Just About Marketing -

Patient Satisfaction: It Is Not Just About Marketing - | We Care About Our Patients | Scoop.it
Patient satisfaction in medicine and healthcare can be a signfiicant marketing driver for physicians offices, and hospitals. But is that where it ends?

Via Philippe Trebaul
Encompass HealthCare's insight:

Can patient satisfaction influence medical outcome?  We think so. If patients are happy and satisfied with the medical care that they receive, they will be empowered to be an integral part of the overall team effort to heal. If they feel cared about, listened to, and emotionally safe, they might take more ownership over helping themselves heal.  They may, for example, be more inclined to follow their take-home instructions, take their medicines on time, or listen to their intuition that tells them to pick up the phone and call if something doesn't seem right.


That begs the question:  how do you know if your patients are satisfied?  We have found a few ways that have worked at Encompass HealthCare.  


First, medical physicians can and should offer in-house surveys to patients, asking questions such as: "How easy was it for you to make an appointment?" "How long did you have to wait before seeing the doctor?" "How would you rate the clarity of the doctor's explanations?" Include a section where they can add suggestions and comments.  This gives the patients the freedom to express their true feelings about their office visit. Find out how you're doing.  Even if you you're batting pretty well, there is still room for improvement.  


Second, insist that your employees are emotionally "tuned in." Read your patients' demeanors. Do their faces show stress, uneasiness, or worry?  Worrying about one's health is to be expected, but stress due to feeling ignored or feeling confused is unacceptable. Make sure, for instance, that they are clear about the doctor's recommended clinical pathway, the medical explanations, and any take-home instructions. Treat them kindly and with respect.  These steps are critical and necessary in order for your patients to be on board and to be reassured.  


By taking extra time, connect in a way that illustrates that this is more than just a business. Understand that this is their health. Be honored to have been given the patient's trust and know that it is your job and your privilege to take care of them and to let them know that you are here to explain, reassure, and give them the caring that might make all the difference in their medical outcome.  Knowing your patients' satisfaction level helps you do just that.



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