4 core behaviors for patient experience success

by Anthony Cirillo In September, I attended a local American College of Healthcare Executives (ACHE) event around customer service. The two-behemoth health systems were represented as well as one other local competitor. However, the person who stole the show was the local franchise owner from Chick-fil-a, Rob Rogers. While others droned on about evidence-based patient experience and role-playing, he got to the fundamentals. Rogers definitely impressed me because he boiled employee and customer experience down to basic human values. (Although you may not agree with the corporation's values, keep in mind he was speaking as a franchise owner with his own views and values.) So what was this franchise owner squawking about? Here goes. He cares for his employees You're thinking that I'm writing about "the old caring and compassion thing" again. Well, yes, in a way. You see he hires people of all ages, from 16 to 75 years olds. And he's there for those hard to handle teens, getting to know them and taking an interest in their grades, for example. Even in a 50,000-employee organization, directors and managers can do the same. After all, this franchise owner has 78 direct employees. How many direct reports do you have? When he truly takes an interest, he gains loyalty from a workforce that truly wants to help him succeed. He constantly communicates and demonstrates his vision Just like Cleveland Clinic CEO Toby Cosgrove, M.D., never misses a chance to talk about or demonstr...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs