Customer ServiceBoot Camp

We are committed to providing an extraordinary experience for those we serve by perfecting our daily interactions and displaying the best behaviors in our team.

Agenda

Introduction and Objectives Combining Purpose with Function Perfecting Hello Telephone Etiquette Customer Service Friendly Shift Changes Hospitality Internal Customer Service Recovery 101 Final Impressions

Welcome

Welcome to Customer Service Boot Camp!

Why do we call this boot camp?Definition: A basic training camp for recruits combining intensive education in specified skills

so the recruit is well equipped to handle themselves in a variety of situations.

The term boot camp may suggest visions of recruits dressed in camouflage uniforms in formation under the direction of a sergeant, this training is designed to be both educational and highly enjoyable.

 

What do you hope to gain from Customer Service Boot Camp?

While you have a general sense what customer service is already, our training will define it. Perfecting our daily interactions with everyone we serve will deliver an extraordinary experience every time.

Introduction

Patient Access most often provides the first impression of not only the facility but also represents and sets the tone for the entire patient experience.

Any interaction with our patients or their families can leave a long-lasting impression.

Unlike customer service in other settings, our customers need additional doses of compassion, understanding and clear communication as they are not feeling well and may be apprehensive.

It is vitally important to understand the importance of your role as it pertains to Customer Service.

Other departments in our facility rely and trust you to represent them well. We need to treat our patients with compassion and professionalism while being efficient and effective in your job functions.

The purpose of this training is to give you tools, skills and to set expectations on how customer service will be defined.

Objectives

To gain a deep understanding of the importance your role plays in the entire experience of a patient from beginning to end.

To be exceptionally warm and professional as the “first face” of the facility by perfecting hellos and goodbyes.

To be comfortable and competent with various Recommended Response Scripts for various recurring patient interactions.

To gain an understanding of what various internal departments need and to perfect your service and understanding.

To gain tools and skills that will give you the ability to turn recoverable situations into an opportunity for future patient loyalty and to be able to use the recovery tools given to successfully handle patient complaints.

To enjoy this training and find it so relevant and practical that you will use it as an ongoing reference tool on an everyday basis.

It’s a Dogs World

In this video, you will experience day-in-the-lives of Bob and his dog Max. After both are injured, they are seen by their respective healthcare providers. Bob is treated like a

dog at his healthcare facility; Max receives the royal treatment at his vet's office.

It’s a Dogs World Discussion

Who would you rather be, Bob or Max?

Are Bob’s frustrations being echoed by our own patients?

Did you notice the receptionists speaking in a different language within earshot of Bob?

Is there so much going on around the patient that it interferes with the attention and the proper attitude we need to give our patients?

What are the costs of poor customer service? Do you know what your role is in creating financial success for our facility?

What did the staff at the veterinarian’s office do that demonstrates good service?

How do you control your attitude when you are tired or stressed?

How well do you represent our facility and all the other staff beyond your

desk?

Function and Purpose

What are your job functions, or your day to day responsibilities?

Let’s work as a Team and share our answers.

Were their job functions others gave that you had not thought of?

Function and Purpose Cont.

Let’s compare Your lists to Centracare Health – Monticello job descriptions

JOB SUMMARY: Performs pre-registration functions, including obtaining patient demographics, physician orders and insurance data. Schedules appointments and performs follow-up duties. Calls various insurance plans for benefit levels and communicates financial obligations with the patient prior to any services. Will follow-up in accordance with applicable standards, guidelines and procedures. Works with identified self pay patients to set up appropriate payment arrangements prior to services or prior to discharge for other inpatients.

 

JOB SUMMARY: Performs all clerical functions related to medical claims submissions and follow-up in accordance with applicable standards, guidelines and procedures. The insurance/collector clerk is also responsible for assisting the patient in resolving all issues relative to his or her account, determining acceptable payment plans and continuing to follow up on accounts until conclusion.

JOB SUMMARY: To collect, maintain, and make available to authorized users timely, accurate, and complete patient health information. In accordance with applicable standards, guidelines and regulations, prioritizes, locates, pulls, assembles, electronically tracks, preps, scans documents and sees to the appropriate transport of records requested in accordance with established standards. To safeguard patient privacy and confidentiality.

Professional Responsibilities

PROFESSIONAL RESPONSIBILITIES include the following. Supports the Mission and Vision of CCH-M

Supports the Code of Conduct of CCH-M

Complies with the Service Excellence Standards of CCH-M

Reports to work on time and as scheduled, completes work on a timely basis.

Adheres to dress code.

Promotes and enforces patient / resident rights.

Maintains regulatory requirements that are required of the position.

Maintains confidentiality of all employee and customer information.

Demonstrates effective involvement in process improvement functions.

Maintains open lines of communication with other departments.

Complies with all administrative and departmental policies and procedures.

Keeps management informed of departmental operations.

Attends and participates in all meetings and committees as required and appropriate.

Complies with all safety and disaster policies and regulations and operates all equipment safely.

Function and Purpose

Were you on target?

Did you capture all of your job functions?

How can knowing your job function improve customer service?

If the Patient goes away so do we.

Mission and Vision

MissionCentraCare Health works to improve the health of

every patient, every day.

VisionCentraCare Health will be the leader in Minnesota for

quality, safety, service and value.

Core Values

Patient Centered: Serving patients above all.

Integrity: Adhering to honest and ethical practices.

Collaboration: Working jointly with others to improve health and health care.

Compassion: Serving all who seek our care with kindness, dignity, and respect.

Stewardship: Ensuring responsible use of all resources to best serve our communities.

Promise to Put Patients F.I.R.S.T

FRIENDLINESS:

We promise to create a healing and caring environment to support the emotional, physical, and spiritual well-being of all. We promise to recognize and honor the individual needs of our patients, caring deeply for them in life and death.

INFORM/EDUCATE:

We promise to inform and educate patients and family members about all aspects of their care. We promise to include patients and family members in healthcare decisions and provide them with all information and resources available.

RESPECT:

We promise to treat everyone with honor, dignity and courtesy. We promise to respect the values, cultures, beliefs, and traditions of others. We promise to value the skills, talents and dedication of everyone with whom we work. We are committed to working collaboratively with one another and to providing consistent coordinated care.

SERVICE:

We promise to provide excellence in everything we do. We promise to provide a safe, secure environment in which dedicated and knowledgeable staff are responsible for the care of patients. We promise to provide our employees with the training, skills and tools they need to provide safe and quality care.

TRUST:

We promise to meet the expectation and act in the best interest of our patients, physicians, community and one another. We promise to be thoughtful and purposeful in all of our actions. We strive to foster an internal community of mutual trust.

Function and Purpose

Understanding Our Mission, Vision, and Core Values, along with the Function and Purpose of your job and how it pertains to our patients, visitors and co-workers will better equip you with the skills to provide excellent customer service.

Let’s take a look what NOT to do with Carol, the rude hospital receptionist.

http://www.youtube.com/watch?v=2oYi8G2EARc

A Patients Perception is Reality

PurposeWe are committed to providing an extraordinary experience for

those we serve by perfecting our daily interactions and displaying the best behaviors with our team.

How will we be Committed?Be engagedTake ownership and go above and beyond

How will we define an Extraordinary Experience?Leave with a positive experience and willing to come backExperience such Excellence Service that they tell others

Who do we Serve?PatientsCo-workers

How do we Perfect Daily Interactions?Good communicationRespectful

What are Best Behaviors?FriendlyPositiveTrustworthy

Perfecting Hello

Salute means:

Military. to pay respect to or honor by some formal act, as by raising the right hand to the side of the headgear, presenting arms, firing cannon, dipping colors, etc.

 To address with expressions of goodwill, respect, etc.; greet.

 To make a bow or other gesture to, as in greeting, farewell, or respect.

 To express respect or praise for; honor; commend.

Micah Solomon, speaker and advisor to corporations and professional firms on improving customer service and the customer experience, discusses the problem of poor customer service in the healthcare industry — and how to fix it.

What common mistakes do hospitals make regarding customer service? And how could they improve?

Perfecting Hello

Ignoring the importance of hellos and good-byes.

Beginning and ending points in a patient interaction are crucial. Memory researcher Elizabeth Loftus, has proven that the first and last item in any list is by far the most easily remembered. In customer service, the same thing has, time after time, proven to be true: The first and last moments of a customer interaction are what a customer is likely to hold in memory as the permanent "snapshot" that encompasses the whole event. If staff seem irritated to be "interrupted" when a patient arrives — even for that telltale half-second — that is very hard to recover from.

70% of customers leave a facility because of lack of attention from front line employees

Perfecting Hello

Perfecting Hello can be broken down into 3 phases:1. What is seen by the patient/customer?

Facial expression: Smile and be approachable

Maintain eye contact

Total attentiveness: Never carry on personal conversations with another employee, or take a phone call while servicing a patient or

customer.

If you are speaking with a coworker and a patient comes to the desk you need to end any conversation and look up at the patient and smile well before they approach the desk otherwise the patient will get the impression they are distracting you from your more “important” business.

Dress code appropriate always. Only customer service friendly message viewed. Organized work areas seen Never convey the attitude of being “way too busy”, “overworked”, frantic or anything else that would

convey to the patient that their presence is a problem.

Perfecting Hello

2. What is heard by the patient/customer? Appropriate conversation and volume at all times. No negative conversation, this includes

conversations about: other staff, other patients and other competitors. Manners! Use please and thank you many times during the patient experience. Always introduce yourself at the beginning of the encounter Replace word like, “yeah”,”nope”, and “you’re welcome” with “YES”, “What I can do for you is…” and

“It is my pleasure!” Proper telephone etiquette. Always introduce yourself to the caller and thank them for calling. Ask

the caller if you may place them on hold or say, “Hold please while I transfer your call.” Keep lobby television at a correct volume setting and family friendly content. Refer to Recommended Responses for various patient encounters.

What is a Recommended Response?

A tool given to staff to address our customers in a more professional, respectful way that keeps miscommunication and misunderstandings to a minimum while representing all staff and services of our facility in the best possible way. There are certain keys words to be used and others that you will be expected to avoid.

Perfecting Hello

3. What is experienced by the patient/ customer? Smooth shift changes that do not put out the patient If possible communicate a time frame they may expect to wait or to be kept informed of time frame? If possible offer beverage station and directions to restrooms Make sure the lobby is tidy and inviting Escort patients and visitors to areas when possible/appropriate Make sure the patient knows you are there to serve them and feel comfortable asking you for

whatever they need.

The 10/4 Rule When a patient/ customer are within 10 feet of a staff member we make eye

contact and smile. Within 4 feet, we greet the patient/ customer and engage them in conversation

and/or introduce ourselves.

*This applies to external customers as well internal, such as coworkers.

Perfecting Hello

Let’s discuss another tool you will be expected to use daily in perfecting your interactions.

AIDET

AIDET is a powerful communication tool. When interacting with patients, gaining trust is essential for obtaining patient compliance and improving clinical outcomes. AIDET is a simple acronym that represents how we can gain this trust and communicate with people who are nervous, anxious, and feeling vulnerable. As a facility it is expected that you not only know about AIDET, but that you know how to use this tool and demonstrate your skill upon each encounter.

Do you remember what each letter stands for?

Perfecting Hello

AAcknowledge:Greet people with a smile and use their names if you know them. Attitude is everything. Create a lasting impression.

IIntroduce:Introduce yourself to others politely. Tell them who you are and how you are going to help them. Escort people where they need to go rather than giving directions.

DDuration:Keep in touch to ease waiting times. Let others know if there is a delay and how long it will be. Make it better and apply service recovery methods when necessary.

EExplanation:Advise others what you are doing, how procedures work and whom to contact if they need assistance. Communicate any steps they may need to take. Make words work. Talk, listen and learn. Make time to help. Ask, "Is there anything else I can do for you?"

TThank You:Thank somebody. Foster an attitude of gratitude. Thank people for their patronage, help or assistance. Use reward and recognition tools.

Perfecting Hello

Let’s see an example again of what NOT to do by looking at another encounter with Carol, the rude hospital receptionist.

http://www.youtube.com/watch?v=neqcXzLi1-I

What are 5 words that came to mind to describe Carol?

Skills TestThis week use the AIDET Competency Assessment Tool with a partner to practice and improve your AIDET skills.

"What I hear, I forget. What I see, I remember. What I do, I understand."- Confucius

Telephone Etiquette

720 average calls handled monthly Presenting a professional image over the telephone is an important step to great

customer service for our patients and community. A Telephone call is often the starting point for our patient encounters.

The entire hospital staff are relying on you to be competent, courteous and professional on the phone.

Telephone etiquette can be broken down into 3 sections:

1. Standard greeting

2. Etiquette guidelines

3. Recommended Responses

Telephone Etiquette

1. Standard Greeting:

“Thank you for calling Centracare Health Monticello. This is _________, how may I direct your call?”

Always answer the phone with a smile. This may sound a little absurd, but smiling change the tone of your voice and provides a friendly start to the conversation.

Let’s Try It

Telephone Etiquette

2. Etiquette Guidelines Speak clearly and are smiling as you answer the phone and use a pleasant and friendly tone.

Always identify yourself, not just “admitting” include your name also.

Always use “please” when you transfer a call. “One moment please while I transfer your call.”

Best practice is not to permit the phone to ring more than 3 times

No eating while answering the phone.

Never interrupt the person while they are still speaking to you.

Never engage in argument with a caller. Refer caller to proper chain of command to properly handle the situation

Do not receive personal calls at work on the hospital phone system unless it is an emergency. Check your personal cell phone messages on break times.

Do not give the impression you are rushed. Each caller deserves your attention.

Never leave a message with someone else or voicemail regarding information of a patient.

Do not call a patients before 9:00 a.m. or after 8:00 p.m. unless given instruction or permission by the patient.

When hanging up the phone, make sure the caller or person called hangs up first.

If a caller thanks you for your service reply with “It is/was my pleasure to assist you” rather than “No problem.”

Telephone Etiquette

3. Recommended ResponsesA Recommended Response tool is designed with best wording in a chosen order to represent what we need to communicate in the best possible manner for time efficiency and consistency as a department.

Recommended Responses are a proper point of reference of how specific departments or directors want you to represent them and serve the patient.

Certain words that have a negative impact on patient perception are eliminated from our communication with the patient ensuring the whole encounter is entirely positive.Using Recommended Responses is especially helpful in stressful situations when one might be tempted to otherwise refer to whatever response comes off the top of your head. These types of responses during such times rarely resemble best practices. Recommended Responses are designed to eliminate misunderstandings and confusion on the part of the patient.

Patient calls and interactions may vary and your responses may vary slightly based on the situation but you are encouraged to follow our recommended responses as closely as possible as they have been carefully thought through for best possible communication. The following pages contain Recommended Responses.

Telephone Etiquette

http://www.youtube.com/watch?v=k9e3dTOJi0o

Just for FunLilly Tomlin

“One Ringy Dingy, Two Ringy Dingy”

“Communication works for those who work at it.”John Powell

Customer Service Friendly Shift Changes

Olympics ’08: U.S. Relays Fumble Chances

Was incompetency or carelessness the reason for the fumble?

Who was responsible for the fumble?

 

http://www.youtube.com/watch?v=vQCi3mayB3Q

“One of the more important things to remember when running a relay is to hold on the baton. When instructing a team of runners on how to run a relay race, this point should be emphasized. In most competitions where relay races are run, there is a rule that any team who drops the baton and it leaves the surface of the track, is disqualified.

Keeping possession of the baton is an easy thing to do, and if practiced will allow your team to remain in the race.”

Customer Service Friendly Shift Changes

Communication

The process by which information

is exchanged between

individuals, departments, or organizations.

Standards for Effective Communication

Complete: Communication all relevant information

Clear: Convey information that is plainly understood.

Brief: Communicate the information in a concise manner.

Timely: Offer and request information in an appropriate timeframe.

Customer Service Friendly Shift Changes

In reviewing patient feedback, some patient complaints are originating from communication during shift changes. By perfecting our daily interactions in shift changes we can improve the service to our patients, visitors and internal staff.

5 areas for opportunity:

1. Knowledge of patient/visitor in waiting areas or departments

2. Smooth Computer Transfers

3. Communication of all paperwork

4. Department Patient Status

5. Email Communications

Customer Service Friendly Shift Changes

1. Knowledge of patient/visitor status in Departments

Let the next shift know the status of who is waiting for services and approximately how long they have been waiting. Some desk areas are especially potentials for an “out of sight, out of mind” issue with limited visibility to the lobby.

Always make sure the most visible desk that is approached is staffed at all times. Other staff may need to change seating to cover these positions momentarily if needed. Only use signage when no other option is available.

It is the responsibility of both shifts to ascertain status of lobby patients.

If there is a volunteer do not assume full responsibility to them, it is ultimately your job.

NEVER ASSUME the patient has been taken care of! If you do not know, it is your responsibility to make sure.

2. Smooth Computer Transfers Never log off all available computers at the same

time. It takes approximately six minutes to get one back up to service a patient; this is especially crucial for Emergency Department arrivals. Six minutes is a very long time for a patient to wait when the patient is in front of us.

3. Communication of all paperwork. Let the next shift know the status of signature

related paperwork and registration statuses.

4. Department Patient Status Are any patients going to Observation or Inpatient

status? Which are Medicare?

Are family members expected to arrive?

5. Email Communication Attempt to check your messages first thing on

your shift. Many times there is information you will need to know on your shift or be aware of changes.

Customer Service Friendly Shift Changes

Clinical areas use a shift change communication tool call SBAR. I PASS THE BATON is another communication tool that has proven to be effective.

Introduction: Summarize your shift and anything outstanding

Patient: Communicate the appropriate HAR/Patient

Assessment: Communicate your observations.

Situation: Communicate current status/circumstances

Safety: Communicate patient and staff safety factors

THE

Background: What is the history of the situation

Actions: What actions need to be taken/required? Provide brief rationale.

Timing: Level of urgency and explicit timing and prioritization of actions.

Ownership: Who is responsible?

Next: What will happen next? Anticipated changes? What is the plan?

Customer Service Friendly Shift Changes

Barriers to Team Effectiveness & Communication

BARRIERS TOOLS and STRATEGIES OUTCOMES

Lack of Information Sharing Defensiveness Conventional Thinking Complacency Varying Communication

Styles Conflict Lack of Coordination and

Follow-Up with Co-Workers Distractions Misinterpretation of Cues Lack of Role Clarity

Complete Communication

I PASS THE BATON Scripting F.I.R.S.T H.E.A.T

Shared Mental Model

Adaptability Team Orientation Mutual Trust Team

Performance Patient Safety!!

Coming together is a beginning. Keeping together is progress. Working together is success.

-Henry Ford

Hospitality

Hospitality: The friendly reception and treatment of guests or strangers. The quality or disposition of receiving and treating guests and

strangers in a warm, friendly, generous way. Warmth, cordiality, and geniality.

Interesting fact: Hospitals and hotels have the same etymology. The word “hospital” comes from the Latin word “hospes” (host), which also is the root for the English words “hospice,” “hotel,” “hostel”, and “hospitality.”

“Be kind, for everyone you meet is fighting a harder battle.” ― Plato

Hospitality

Testimonial: The positive power of empathy and hospitality.

You may not think of hospitality when you think of healthcare or your role in our organization. Please think of this facility for a moment other than just your workplace. When your family, friends, neighbors, and all others come into our hospital they are entering an unfamiliar building. They must navigate around, full of uncertainty and/or anxiety about the services they will be receiving that day, while not feeling well. Whether it is directional information, patient information for friends and family or performing your day to day job functions, you are the door to access.

How does Hospitality Pertain to your area/job?

What are ways we provide hospitality to those we serve?

Hospitality

“There is no hospitality like understanding.” ― Vanna Bonta, 

“As a patient, I might not know that hospitals are using the best equipment or that my medical record is accurate or that there is a better, more relevant drug to address my issue. I don’t know any of those things as a healthcare consumer,”…” But what I do

know is how I felt about the experience : where I parked, how long I waited , my perception of how I was treated in the waiting room, how long I sat is the exam room, if I

felt I was a bother. All of that contributes to my experience around that visit.”

Hospitality

Let’s view some ways we can off hospitality to our patients & visitors.

Welcoming Greetings Become comfortable with using the word “welcome.”

Always introduce yourself with a sincere smile.

Offer future assistance. “If there is any way I may assist you or make your time with us more comfortable today please feel welcome to let me know. Again, my name is _______”, “Please feel welcome to let me know if there is anything else you may need as it is my pleasure to assist you.”

Remember the 10/4 rule.

Offering Beverage and Food Let visitors and patients know there is a beverage station, where it is and that it is there for them. “I want

you to know in case you get thirsty there is a beverage station (give direction) over there so you are welcome to help yourself. “

Information on Cafeteria hours and location and vending machines. “I have noticed you have been here awhile and it is meal time. If you need directions to our cafeteria the prices are quite reasonable and they have a very nice selection. Also there are vending machines here too. Again, my name is ______. Please feel very welcome to let me know if you need anything.”

Hospitality

Family Room There is a family room in the back hall behind ED on the corner. This room may be used for: family

members when there is a death and they need privacy, breastfeeding mothers, parents of small children that need to stay on site for a length of time (as in waiting for someone in ED) and the child needs a quite place to nap, or privacy needed for a variety of reasons such a an officer accompanying someone in custody who is waiting for triage or an ED room that would otherwise cause a disturbance to others in the lobby.

If large number of family members are expected you may call Maintenance and have them remove an end table if needed and bring in a couple stackable chairs to be available.

Make sure there a number of Kleenex boxes and a couple garbage cans.

Call for a beverage and refreshment cart to nutrition by day or the House Supervisor at night.

If young children are present the ED has a cart with books, crayons and coloring books and toys that would keep children occupied and something for them to do to and give attention to during a stressful and emotional time.

Make sure to have good communication with medical staff of whereabouts of family members and also if other members will be arriving to personally escort back to the family room.

Hospitality

Escorting Visitors to various departments  Give each visitor a visitor badge

If possible call ahead to the expected department of arrival to let them know you and the visitor are on your way.

If you are not able to provide an escort ask see if another in our department is able to assist.

If you are escorting a patient, immediately introduce yourself.

Do not “drop” them off at another department until they are met by a staff from that department.

Let them know you or another in the recipient department would be happy to assist them is they need help getting back.

Visitors to Patient Rooms  Always look the patient up in the Transfer/Discharge log to make sure they are not a Confidential Patient.

If they are we treat this as if they are not on the census.

Call ahead especially to the Emergency Department to ask if the patient can/is accepting visitors.

Call ahead to Inpatient departments to let them know a patient will be receiving a visitor. There may be a reason the patient is unable to receive a visitor for a few minutes and this would give a nurse a heads up to ward off a potential embarrassing situation for one if not both parties.

Hospitality

Johnny the Bagger

Johnny the Bagger – by Ken Blanchard & Barbara Glance

What are some ways you can provide good hospitality to our patients?

Hospitality

Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an

honest compliment, or the smallest act of caring, all of which have the potential to turn

a life around.” ― Leo Buscaglia

Extraordinary service comes from the heart!

Internal Customer Service

The first step in exceeding your customer's expectations is to know

those expectations.    ~ Roy H. Williams~

Internal Customer Service

Recently the term Internal Customer Service has become a buzz phrase.

We hear that great customer service starts with excellent internal customer service.

But what does that mean?

External customers can be our patients or are someone who signs a check, pays our employer, and ultimately makes our paycheck possible. External customers have a choice, and if they don't like your product or service can take their business elsewhere.

Internal customers can be anyone in our organization. An internal customer can be a co-worker or another department who depends upon us to provide excellent services which create satisfaction for the external customer. In general, internal customers don't have a choice. For example, if the imaging department doesn't like the Patient Access check in workflow, they can't fire that department and hire another.

Internal Customer Service

Great (external) customer service creates customer satisfaction, customer loyalty,

and customer retention.

So why all the fuss about internal customers?

Outstanding internal customer service is simply good business.

Internal Customer Service

To create positive internal customer service, all departments:

Work together cooperatively Agree on and support processes and procedures And negotiate expectations.

Like gears meshing in sync, interdependent business units meet each others' needs, work productively together to meet common goals, deliver quality products and excellent service to the external customer

What are the benefits of improved internal customer service?

Internal Customer Service

Who are our internal customers and what do we provide for them or our outputs?

What qualities are important to great internal customer service?

Internal Customer Service

Responsible – I will be the employee that my co-workers can depend on.

Ownership –Take pride my work and myself. I will BE the owner.

Integrity – Be honest in all interactions and making a commitment to finding a solution to problems by responding not reacting to situations.  

Empathetic – I will acknowledge everyone’s importance & treat them as a professional.

Teamwork – Be supportive of each other. Respect other’s time & giving your time to others. Speak positively about others – praising whenever possible.

Compassion - Put yourself in other’s shoes. Treat them how you want to be treated.

Supportive - I will encourage and respect your individuality.

Communication – Promote effective and constructive communication between departments and all levels of the organization; listen to others and give them your full attention.

Diversity – Recognize and respect differing cultures, viewpoints and beliefs.

Positive – I will greet you with a smile while helping you with a can-do attitude.

Teamwork – Be supportive and set an example of cooperation and commitment.

Attitude – Attitude is contagious; I will make sure mine is a positive one.

Exceptional – I will strive to go the extra mile in all that I do.

Enthusiasm – Show willingness to go beyond to assist the entire organization.

Work Ethic – Know, accept and understand the responsibilities of my job;

Courteous – I will be polite and thoughtful in my interactions with others.

Professionalism –Conduct conversations with my co-workers in a professional manner and at an appropriate level.

Caring – Show courtesy and sensitivity to everyone.

Trustworthy – I will be responsible for my work and my words.

Confidentiality –Protect co-workers confidentiality and respect their privacy.

Dependability –Be to work on time, observing allotted meal and break times and respecting others property.

Internal Customer Service

Department Specific Service Ideas

Administration

If a call come into the switchboard, for the Administrator, you should put the call through to the Executive Assistant ext 2270.

Emergency Department

Keep someone highly visible at the Fireside 1 desk.

Medsurg/Rehab

Utilize the Workstation On Wheels (the WOW). Many Rehab patients are in pain and have already have what feels like a long excursion to the facility along and they anxious to get settled and comfortable in their rooms. When we use the WOW, it is much smoother and comfortable to have bedside registration.

Imaging/Lab

When possible utilize the services of the volunteer to bring back paperwork to imaging to cut down on the many calls back to the department.

Monticello Medical Group

Patients get confused when given directions to the clinic. Whenever possible, either utilize the volunteer or escort the patient yourself to the clinic.

“It is about people working together for the good of all of us.”

Alan Mulally quotes

Internal Customer Service

Caring for each other in our department

If you have a problem with me, come to me (privately).

If I have a problem with you, I will come to you (privately).

If someone has a problem with me and comes to you, send them to me.

I will be careful how I interpret you. It is easy to misinterpret each other!

The only dumb questions are those that don’t get asked. If I can answer it without misrepresenting something, someone, or breaking a confidence, I will.

Always Be kind!

Forgive others; no grudges or score keeping.

Express gratitude

Be open-minded; listen to others ideas

Deal peacefully with disagreements

Share knowledge and information graciously, never make another feel inferior for having asked anything of you.

What are ways we can improve our service to each other?

Internal Customer Service

Remember the Golden guide for behavior:

Ask yourself what you want people to do for you, then grab the initiative and do it

for them.

Recovery 101

Nobody naturally wants them, yet we all have them from time to time- angry patients. Knowing how to handle the

dissatisfied consumer is crucial!

Studies show that one in four patients will be unhappy in some way: 4% will complain, 96% will go elsewhere.

Recovery 101

A Different Look:

When someone complains maybe we should be grateful because they are giving us a chance to save

the situation.

 

If recovery is done correctly, angry patients can turn out to be our most loyal and lifelong customers.

Why do you think the majority of dissatisfied patients don’t complain?

As a patient or customer, what infuriates you?

Recovery 101

Why Customers /Patients Don’t Complain:

They think it will do no good- no one really cares.

It’s not worth the trouble and stress since nothing will happen

anyway.

They don’t know where or to whom to complain.

They do not want to embarrass the person with them.

They are concerned the complaint may affect the quality of their care.

Recovery 101

Many of you may be familiar with these two movie clips. Although this focuses on angry customers (rather than patients) the same root issues that make customers frustrated also apply with healthcare consumers.

“Superfluous Hot Dog Buns”

“I Want a Whamlette”

Each customer was told what they couldn’t do, was either offered alternatives?

 

Would there have been a way to “sandwich” the negative responses by mangers to recover the situation and if so, how?

Recovery 101

As far as the patient or visitor is concerned, you are the hospital.

This is not a burden, but the core of your job. You hold in your hands the power to influence them to keep coming back and you play a crucial role in turning a negative experience into a positive one.

Let’s look at eight areas that if done correctly have a potentially to recover a negative experience.

Remember, Whenever you’re in conflict with someone, there is one factor that can make the difference between damaging your relationship or deepening it.

 That factor is attitude! William James

Recovery 101

1. Attitude This is not personal. Although the frustration may be directed at you, remember this

is not a personal attack. Generally, angry and frustrated patients are complaining about their situation. The moment you detach yourself from the person’s anger, the easier it is for you to mange and resolve the situation.

Be Calm. You cannot effectively resolve a situation without a level head. Do not mirror the person’s demeanor.

Do not be defensive. Although defensiveness is a very common reaction when confronted with anger, it only add fuel to the fire making the situation that much more difficult for another to correct.

Empathy. Many times an illness or disability can leave patients anxious, demanding and angry. Put yourself in their shoes.

Recovery 101

2. Listen and Understand If possible move agitated persons to a more private area. If possible stop all other activity or refer it to a coworker to concentrate on what the

person is telling you. Body language and facial expression are important in showing you are serious

about resolving their issue. Keep quiet. If you interrupt, the person will assume you are not listening and often

feel the need to start over again and this pattern may recycle itself. Let them finish before you respond by asking questions for clarity and accuracy. Acknowledge the difficulty of the situation without assigning blame to a person or

department.

“Most people do not listen with the intent to understand; they listen with the intent to reply.”Stephen R Covey

Recovery 101

3. What to say and do Always introduce yourself to the patient and know who you are speaking with.

Use the patients name during the encounter so you do not forget their name.

Use the best possible manners such as “please” and “thank you”.

When it is your turn to speak try to begin with agreement. Even if this requires really digging to uncover some common ground.

Scripting is a way to identify certain situations and give you the words/phrases to use. Some phrases that work are:

“Thank you for taking the time to bring this matter to our attention. My sincere apologies. We genuinely want to resolve this for you as you have the right to expect __________ from your healthcare facility. I’m going to make sure we get the best people involved if needed for the best outcome for you. We want you to not only be satisfied with us today, but also to feel you have been well taken care of.”

Use verbal softeners such as: “Rest assured Mr. /Ms.,”

“I do understand the inconvenience you have faced”

“I will be more than happy to assist you”

Recovery 101

Time to put what you have learned for Recovery so far into practice by rehearsing how to tell people what you can do for them and not what you can’t by avoiding saying no.

 

 

Instruction: Turn to the person next to you and ask them for something that they cannot say yes to. That person must then come up with an appropriate response telling you what they CAN do for you.

Hint: The more outlandish the request, the more creative the response must be.

How did that feel?

Recovery 101

4. Gasoline to the fire! What not to say or do. Do not assign blame to another person or department! “You’ll have to talk to

________ as this is their department/job.” Act as if there is nothing you can do. There is always SOMETHING you can do. Throwing back or “mirroring” the frustration. “Listen here, I will not listen to the way

you are speaking to me”, or “If you continue to speak to me like that I will call security” or anything of the like.

Using gasoline words like: “No”, “Can’t”, “Not my fault/department/job”, “ Of course”, “Obviously”, “But” ( a transitional word in a sentence setting up for what is NOT going to happen) “ I’m afraid that”, “ I can’t do that” or “Calm down”.

Whatever words we utter should be chosen with care for people will hear them and be influenced by them for good or ill.

Buddha

Recovery 101

5. Take Action. Ask what the patient wants. Offer solutions rather than excuses. Suggest alternative actions plans you can do for the person. Explain what you intend to do so the patient will understand and know what

to expect. Give a time frame when possible for your actions and outputs. Endorse the patient to staff who are able to address the situation if you are

not equipped to provide the solution.

In life lots of people know what to do, but few people actually do what they know.

 Knowing is not enough! You must take action! Anthony Robbins

Recovery 101

6. Chain of Command

Know when to hand up the situation for resolution. As soon as you have determined who the best person is for resolution explain it to

the patient. Choose your words carefully, “Mr. Smith, it seems we need to get assistance and the expertise of the business office to check on this account for you. Would you mind if I call to that department to see who may help us?”

When referring a patient to another staff member try to escort them to the receiving department to ensure they are met by that individual.

Use Proper etiquette. Always use the patients name when introducing the patient to the other staff member.

Communicate these interactions with to your manger/ director to ensure good communication between departments and proper follow through if needed.

Recovery 101

7. Recovery Kit To be used AFTER recovery practices. Used as a “cherry on top” of already good recovery. Give the patient a choice of premiums if choice is available. Fill out the form in the box and send your manager/Director. Check the inventory of the kit from time to time.

8. Service Recovery – H.E.A.R.T

HEART will allow you to meet the needs of your customers and employees. By applying HEART we hope to increase customer loyalty, customer satisfaction, and business success and employee satisfaction.

Customers who are concerned with any aspect of their services are encouraged to communicate their concern. The receiver of the concern is encouraged to resolve issues using the HEART method.

Recovery 101

How to apply H.E.A.R.T. H – Hear them out, listen to what they have to say, do not interrupt. Sometimes people just want to

know that you are listening and aware of their concerns. If you feel you have not found out what the real problem is ask them, “Tell me why you feel this way.”

E – Empathize listen and respond with empathy, acknowledge the customer’s feelings, acknowledge facts of the situation; let the customer know you heard them, be sensitive to their predicament.

A – Apologize for their experience. For example; “I am sorry you had this experience”. You will not be admitting a failure on your part but rather apologizing for their experience. This is not meant to determine blame but rather to recognize that there was an inconvenience in the mind of the customer.

R- React Responsibly act and resolve the complaint. Do not delay – take immediate action and responsibility for the issue. The strategy here is to commit to the patient that his/her complaint will be taken care of and it will be resolved in the soonest possible time.

T – Thank them – thank the patient for bringing the issue to our attention so we can take corrective action.

Recovery 101

Never Say Never!

 

Turn to the person next to you and take turns being the “receiver” of a patient complaint.

Take turns coming up with a complaint. The “receiver” is to diffuse the situation.

The catch is the receiver cannot say “no”, “never” or “not”.

This is a great exercise of learning to address customers without being negative and avoiding use of the gasoline words.

Recovery 101

“A 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 in our

work. He is the purpose of it. He is not an outsider in

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 an opportunity to do so.”

-Mahatma Gandhi

Final Impressions

We know the power of first impression, but what about final impressions?

According to customer service trainer Craig Harrison, "in customer service, it is often the last impression that leaves the aftertaste.

What taste are you leaving in your customers' mouths?"

Harrison tells clients: "Make sure your last impression is sweet! Find ways to leave your customers feeling valued, cared for and happy to have patronized you. …. So often we conclude transactions without thanking customers for their business. Other times we neglect to insure they are happy with their services rendered.

Final Impressions

Since we know from research that many unhappy customers never take the time to let us know we didn't meet their expectations, it behooves us to confirm we satisfied our customers.

If your customer's last impression in any given transaction isn't favorable it may literally be our last transaction with them.

Make sure your relationships are lasting ones, by making your last impressions favorable.

Every contact we have influences whether or not they’ll come back.

We have to be great every time or we’ll lose them.

Final Impressions

Three Steps to Positive Lasting Impressions:

1. Acknowledgement upon leaving Eye contact Appropriate farewell: “Take care”, “ Have a good day/evening”, “Safe

travels” If conversing with another coworker, pause the conversation, make eye

contact and acknowledge the patient/visitor. . Be available to an exiting patient or guest to give directions to a particular

parking area, the Insty Med machine, or other locations in town or nearby. Especially during evening hours when locations in the hospital are locked,

assist patients/visitors in navigating around locked areas to their desired destination.

Final Impressions

2. Take Care of dissatisfaction on the spot If a patient /visitor has a complaint upon leaving, direct them to the correct

staff for resolution while they are still on the premises vs. just handing them a Customer Concern Helpline pamphlet.

3. Happy Campers Affirm that “it is our pleasure to serve you” and “is there anything else we

can do for you today?”

Final Impressions

Congratulations! You have completed Boot Camp!

We are committed to those we serve by perfecting our daily interactions and displaying the best behaviors with our team.