Sow the seeds of empathy to improve patient experience

by Doug Della Pietra Last week I posted the following to Twitter and LinkedIn: The Wisdom of Giving http://ow.ly/naFzP puts "givers" in charge of patient experience initiatives to influence the patient experience. In his SlideShare, Bruce Kasanoff suggests many customer--and, I suppose patient--experience initiatives fail because they are designed and led by takers, who he describes as "driven more by ego than empathy" and who put their own needs above the needs of others. In addition, takers focus more energy on selling than serving and don't understand customer needs because they don't really listen. In contrast, givers Understand the best thing for them is what's best for their customers. Are inclined to see potential in others. Influence others, but in a modest way. Listen carefully to understand what others need. Genuinely care. With “the vision and ability to grow revenues because they are focused on the needs of others,” Kasanoff theorizes that customer experience efforts led by givers will outperform those of takers. Therefore, he encourages organizations to hire, promote and empower givers to lead their customer experience initiatives. One question I have not seen Kasanoff address is what organizations should do with the takers that remain and a third group he calls "matchers"--those who protect themselves by seeking reciprocity and, despite their desire to become givers, have not crossed over because they feel too v...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs