Healthcare Hospitality

3 Ways to Improve the Front Desk Experience

I got a reminder call yesterday afternoon regarding the doctor appointment I had scheduled today at 10:00am. A “courtesy” call conducted by a friendly enough, though bored-sounding, front office staffer seemingly going through the motions of checking my name off her to-do list.

In a Rush with No Time to Spare.

I rushed from one errand to another before my appointment this morning, and arrived right on time with a minute to spare and a little breathless. I signed in and took my seat with the rest of the patients patiently waiting. After 30 minutes, the front desk associate called my name to collect my co-payment. I handed her my credit card, to which she said, “Oh, we don’t take credit cards anymore; just cash or checks.” I had […]

Patient Care through the Eyes of a Child

HiResSome of the most sought-after, talented physicians can be amazingly clueless when it comes to providing compassionate patient care.  When it comes to providing exceptional service, there is no greater time of need then when people find themselves or their loved ones in the hospital at their most vulnerable and anxious. Instead of reducing the patient’s anxiety, some only enhance it.

Most patients and their families are scared and anxious when visiting the hospital.  With so much attention in healthcare being placed on the patient experience, and rightfully so, it pays for all care providers, especially doctors, to understand the impact they have on their patients…even on their youngest ones.

The following memory, graciously being shared, comes from a very […]

Emergency!

Emergency

Emergency!

Do you remember the last time you visited an Emergency Room?  If you are like most people, a visit to the ER is usually the absolute last resort after all other options have been exhausted.  I’m no different.  Once I’ve made the decision to bite the proverbial bullet and head on over to the ER, I’ve also decided that the next 2 – 12 hours of my precious time are pretty much fair game and no longer in my control.

Wait Times are Long, Patience is Short

I will admit, the last time I sat in the ER waiting room, waiting for what seemed like days for my son to be seen by a doctor, I was so close, too close, to just leaving.  Sure, my son needed medical […]

By |June 11th, 2013|Customer Service, Healthcare Hospitality, Survey|Comments Off on Emergency!