"Too many healthcare workers learn their customer service skills from the "University of the Abrupt" that offers a major in brusque with a minor in terse”
Something
is seriously wrong when a patient is made to feel like a recruit in military
basic training being shouted at by a drill sergeant, writes George Korda, a Knoxville
News Sentinel columnist. That was his feeling after an encounter during a
recent doctor’s visit with the office receptionist who yelled out his name
despite the fact he was the only person in the waiting room.
Korda recalled his first visit at another doctor’s
office where he was greeted with a command from the young woman behind the
desk. “Last name,” she said, without a smile or a please.
“Healthcare
workers have a tough job, and a good many work at being kind as well as
professional. Nevertheless, some don’t,” he writes. “Courtesy and respect in
the process, though costing nothing, are a significant investment in the bank
of good will.”
Physicians
who want to see good patient satisfaction scores need to ensure that they and
their staff don’t treat patients rudely, Korda says. Here are some tips on
creating a better experience for patients in your practice:
●
Recognize
and celebrate team members who provide especially compassionate care
●
Hire
compassionate employees and provide empathy training to current staff
●
Give
doctors in the practice feedback from their patients on a quarterly basis to
help them improve their bedside manner
Prioritize
the needs of employees by offering mindfulness training programs, expressive
therapy and weekly wellness conferences.
No comments:
Post a Comment