You Know Why I'm Here, But Do You Know Who I Am?

The Science Behind a Smile

Gathering Competitive Intelligence in Support of the Patient Experience

Gathering Competitive Intelligence in Support of the Patient Experience - the 10th in the Patient Experience Toolbox series - makes the case for understanding your competition's patient experience culture in order to fine tune your own.

No Time for Quiet Leaders

As healthcare managers learn how to take their rightful place at the forefront of the patient experience movement, it’s important to make sure that when they communicate with staff, they go out of their way to verbalize the positive actions they are taking on behalf of their team and patients.  Brooke Billingsley says, "If managers fail to constantly emphasize the positive actions they are taking on behalf of their staff, they can be assured staff will remember all of the things he or she hasn’t done and view this as a lack of leadership."

Stick Your Neck Out

What if you asked patients to tell you what was most important to them before they started their hospital stay?  Asking "If you could choose one thing that would contribute to your being calm and feeling cared for, what would that be?" is a way to proactively target patient expectations.  It helps healthcare providers focus on achieving the patient's desires and increase loyalty.

Interviewing 'Before' the Exit

This video, the 7th in the Patient Experience Toolbox series, questions why organizations wait until employees are heading out the door to ask exit interview-type questions, especially when disengaged employees can significantly hinder efforts to develop a patient-centered culture.

Putting the Spotlight on Shining Stars

Every patient or customer interaction is preceded by employees subconsciously asking themselves, "What do I believe I am responsible to do in this situation?" This video uses a story in which an employee is recognized for going above and beyond to illustrate how simple exceptional service can be.

My Tolerance is Equal to Your Expertise

In this, the 5th video in the Patient Experience Toolbox series, Brooke Billingsley shares her philosophy that patient tolerance is measured by the clinical and/or service acumen of the staff at each encounter.