Patient Experience | BILL QUISENG | Deliver the World's Best Customer Experience

Category Archives: Patient Experience

August 16, 2023 · 1:43 pm

CARE BIG for your people.

QUI TAKEAWAY: As their leader, the emotional well-being of your employees should prioritize the financial health of your business. Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people.

First CARE for your people.

COMMUNICATE openly, transparently, interactively, frequently, and continuously any information that your people need and want to know. Listen empathetically to the people’s concerns, questions, and complaints. Express compassion with your recommendations and encouragement.

APPRECIATE the important roles and responsibilities of your people.

RECOGNIZE and offer accolades for your people’s individual accomplishments and acts of service to colleagues or customers.

EMPOWER people to make the right decisions for themselves, their colleagues, customers, and your business.

Then, be Magnificently Boring to CARE. Consistently CARE for your people so repetitively that you feel it is boring, but to every person, you are Magnificent! They have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal your people are. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!

When you CARE Magnificently for your people, they will be encouraged, enthused, inspired, and empowered to develop themselves. Their emotional well-being will balance with their work to enrich their lives. Not work-life balance, but real life balance.

#employeeengagement #employeeexperience

This is our time for a Patient CARE Revolution!

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear the concerns and complaints of their patients and their caregivers. They care more about profits and didn’t care much about their patients.

Well, no more! To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! Let’s be revolutionary to improve the patient experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what” patients “experience. This shift produces a culture that permeates into people’s personal lives, at home, and in the community,” says DiJulius.

Instead of focusing on the hospital’s financial health, doctors should focus on the patient’s emotional well-being. Whether healthcare professionals know it or not, patients seek the best emotional value in their experience, not just a remedy to their physical ailments. Patients don’t care how big the hospital is. They only care about how big the doctors and nurses care about them. So rather than focusing on healthcare, doctors and nurses should focus on patient care and CARE for their patients.

COMMUNICATE with each patient with a smile, eye contact, and polite interaction. Inform each patient and caregiver transparently and interactively of the ailment, prognosis, medications, therapy, and recovery outcomes.
ACKNOWLEDGE each patient’s emotional presence and value to the doctor and nurse,
RESPOND promptly and empathetically to each patient’s and caregiver’s angst, questions, concerns, and complaints.
ENRICH the experiences and, ultimately, the lives of every patient.

And when doctors and nurses CARE, their patients and caregivers are WOWED, grateful and happy, raving to others on social media.

So let’s be revolutionary to improve the patient experience and have doctors and nurses CARE for their patients. When healthcare professionals engage with their emotional, human patients, everyone’s lives will be enriched.

This is our time. Let’s be loud and proud. Let’s be revolutionary! And let’s make healthcare professionals be GREAT out there! Vive la revolution!

#patientexperience #customerexperience #healthcare #customerservice #customerexperience #custserv #custexp #cx