Donna Strickland Blog

Customer-Patient Satisfaction: What Matters Most

Leadership and Customer Satisfaction

We know some very important things when it comes to patient satisfaction: food and nursing. If the food is great and the nursing is average, a patient is likely to not recommend the hospital. If the nursing is great, and the food is average, the patient is likely to recommend the hospital.

We know that good food is better than lousy food, friendliness counts more than good food, when information exchange takes place, communication counts more than friendliness, and empathy enhances communication. So simple, right? It’s just that we forget.

So, acknowledge the patient-your customer, say hello, good morning, howdy, how are things going for you? But acknowledge them. Introduce yourself. Let them know why you’ve entered their room and what you need to do, how long it will take, and explain anything to them about what is about to take place.

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Posted by Donna Strickland in Employee Engagement, Leadership and Team Development.

How is Leadership Development Related to HCAHPS scores?

Leadership Development

When it comes to HCAHPS scores, nursing has a huge role. To expect that nurses will truly be engaged with patient care in the way that CMS is measuring it, Leadership has to be truly engaged with nursing. And, let’s face it, the higher the customer satisfaction scores, the higher the profits of that organization!

I’ll write about several of the most important factors when it comes to patient satisfaction scores. And, this really isn’t for healthcare only. These same principles apply to any industry when it comes to building a culture of service excellence.

There are a multitude of “customer service educational programs” out there.
Although there are numbers of things that matter to customers, one of the biggest is “Service Recovery”, which is the resolution of customer’s problems.

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Posted by Donna Strickland in Employee Engagement, Leadership and Team Development.