mommyjenlin

This may seem like a silly question to ask, or even to write about. But truth be told, beyond the customer or patient satisfaction numbers, chances are, your employees may not like your customers or patients all that much. I am not saying that your employees are treating customers and patients with open disdain or contempt. But, the lack of employee enthusiasm, concern and caring, communicated verbally and shown non-verbally in the workplace, with average to mediocre employee satisfaction surveys, may be a pretty good indication that your employees may not like your customers or patients a whole lot. And that doesn't really help your efforts to improve the patient or customer experience. When little differentiation exists to tell hospitals, doctors, specialty pharmacies, home health care and other providers apart, employees, liking their customers and patients, can set you apart from your competition. And with little opportunity existing now, and in the future, to differentiate you...

Who has patients.....doctors or hospitals? Somewhere along the way to the informed healthcare consumer and all that hospital advertising about how good they are, the newest piece of technology and the latest greatest renovation as well as how much we care about you as a person (or your spirit, whatever that means), we have may have forgotten about the role of the doctor.... and that is not a good thing..... Hospitals and health systems talk about "their patients". Healthcare organizations troll for consumers and employers through a variety of marketing techniques. Some have even entered into agreements with insurance companies under capitation arrangements for "covered lives" where they are paid a certain dollar amount per month per life to provide complete care. (After learning that it's not as easy as it sounds and losing millions of dollars, most hospitals and health systems have exited the insurance business. Good move.) Physician referral programs, RN staff...