Patient-Centric Service
Published on Nov 20, 2015
Steps on how to deliver exceptional service
MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
EVERYBODY CAN RECOGNIZE GREAT SERVICE
But few pull it off well
WHAT IS IT THEY DO EXACTLY THAT MAKES YOU NOTICE THEIR GREAT SERVICE?
WHAT IS SO SPECIAL ABOUT THEIR SERVICE?
STEP 1
EMBED SERVICE INTO THE CULTURE OF THE PRACTICE
TO DELIVER GREAT SERVICE, YOU HAVE TO WEAVE IT INTO THE FABRIC OF THE ORGANIZATION
Photo by mr.beaver
STEP 2
CULTIVATE EMPATHY AMONG EMPLOYEES
STEP 3
DEFINE A COMMON PURPOSE
PURPOSE IS WHAT MOVES EMPLOYEE IN THE SAME DIRECTION
Photo by Ian Muttoo
WHY ARE YOU THERE?
FOR WHOM ARE YOU THERE?
WHAT DO PATIENTS NEED FROM YOU?
WHAT DO THEY WANT?
STEP 4
ALING PATIENT EXPECTATIONS WITH YOUR COMMON PURPOSE
KEEP IT CLEAN
KEEP IT SAFE
MAKE IT A REAL FUN PLACE TO BE
Photo by Lunchbox Photography
STEP 5
DEFINE YOUR PRACTICE'S PRINCIPLES | STANDARDS
IDENTIFY WORDS OR PHRASES THAT WOULD SERVE AS STANDARDS FOR DELIVERING YOUR COMMON PURPOSE
Photo by JefferyTurner
Untitled Slide
- WHAT ARE NON-NEGOTIABLES?
- WHAT COMES ABOVE ALL ELSE?
- WHAT DO THE STANDARDS LOOK LIKE?
Photo by tj scenes
STEP 6
EMPOWER THE STAFF TO BREAK THE RULES...
USE PRINCIPALS | STANDARDS
- SET CRITERIA FOR DECISIONS
- MEASURE YOUR PROGRESS
- MAINTAIN CONSISTENCY
Photo by Calsidyrose
GOOD SERVICE IS EXPECTED
GREAT SERVICE IS DELIVERING
THE UNEXPECTED
SYNONYM FOR GREAT SERVICE?
Photo by jpalinsad360
PLEASANT EMOTIONS
Photo by For Inspiration Only
GIVE THE BENEFIT OF THE DOUBT
Photo by LipglossJunkie
