How to deliver a world-class patient experience

by Doug Della Pietra In a very recent article, Dr. Delos M. Cosgrove, president and CEO of the Cleveland Clinic, wrote: "Not all hospitals and medical centers can afford the most modern facilities or advanced technology. However, we can all afford to listen to our patients, hear their stories and empathize with their hopes and fears." Be a World-Class Service Provider Like Cosgrove, Dr. Bryan Williams emphasized the critical importance of relationship and interaction during his keynote address "Delivering World Class Service: What Healthcare Can Learn from Hospitality" at The Beryl Institute's Patient Experience Conference earlier this month. Williams suggested that for a hospital "to be a world-class service provider, it must engage the patient and consistently exceed patient expectations." (Engagement occurs at the emotional level and consistency happens every--and not "part"--time.) Follow the Double Platinum Rule Williams emphasized the key difference between "meeting" and "exceeding" expectations: "Exceeding expectations is about creating a memorable moment" and requires anticipating needs that goes beyond the Golden Rule ("Do unto others as you would have them do to you"). "It's not what YOU want to give the patient that matters," he said. In fact, anticipating needs even surpasses the Platinum Rule ("Do unto others as they would like, wish or desire"). Exceeding expectations, Williams described, demands the Double Platinum Rule--"Treat others how they don't ...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs