Patient Satisfaction

  • A Positive Attitude is Key to Great Patient Care

    Patient care positive attitude

    How do you focus on achieving a positive attitude?

    Your attitude affects every single aspect of your life - from your personal life to your professional life, to the lives of the patients you take care of.

    Ask yourself the following questions:

    • Does your attitude change from day-to-day?
    • Is your attitude the type of attitude that people want to be around?
    • If attitude was contagious, would you want anyone to catch yours?

    These are all vital questions you should be asking yourself, especially if you are in the healthcare industry.

    This quote from Nobody's Home: Candid Reflections of a Nursing Home Aide by Thomas Edward Gass hones in on the importance of having a positive attitude in healthcare:

    “Based upon our attitude we can either bring Joy or Misery.”

    The book highlights the fact that attitude is a vital aspect of almost everything we do. In fact, every question we ask a patient has some root in a positive attitude.

    Remember: Attitude is contagious. It affects and impacts everyone around you. Think about what it is like to be around a grouch. When you’re around a negative person, does it lift you up, or bring you down?

    In most cases, it will bring you down.

    Not everyone shares the same level of positive attitude and engagement like you. Keeping this in mind, here are five attitudes of engagement at a hospital.

    The Importance of a Positive Attitude: 5 Attitudes of Engagement at a Hospital


    1. Superstars: 3% of the workforce. They will always rise to the top
    2. Winners: 20% of the workforce. They come in early, stay late, and have a desire to contribute. They want to get ahead and make a difference
    3. Grinners: Over 50% of the workforce. These employees just get by. They are there for a paycheck and typically just sit on a fence. Leadership and coaching are vital for Grinners.
    4. Whiners: 25 % of the workforce. They do as little as possible and always want something for nothing. They have toxic attitudes with co-workers and/or patients.
    5. Slugs: 2-10 % of the workforce. Slugs are counterproductive. Management keeps them around because they don't want frontline staff to work short, but they shouldn't really be there. These people are negative and have a bad work ethic.

    Ask yourself:


    1. Which attitude do you think you show?
    2. Which attitude would your peers say you represent?
    3. What is the best way to communicate with each of the five attitudes?

    Attitude Matters

    Remember: Attitude always matters.

    No patient or co-worker wants to be around someone who is negative, or worse, indifferent. Does a negative attitude serve you well? Does it serve anyone well?

    A negative attitude will bring people down, and the type of attitude you have - whether negative or positive - has a domino effect. When you are positive, it shines a light on you and everyone around you.

    “Brighten the corner where you are.”

    How would you gauge your attitude? How would other people rate your attitude on a scale of one to ten? These are all important questions to ask yourself, especially when working in healthcare. This is because, in a hospital environment, your attitude can have a direct impact on patients as well as coworkers.

    If someone around you is negative, don’t let that negativity consume you. You cannot let the things that you can’t control interfere with the things that you can control.

    Focus on creating a positive attitude and making a difference with each and every single patient you interact with. Bring a light and shine it wherever you are, because at the end of the day, making a difference is up to you.


    Our ‘Do it’ Recommendations

    1. Please state a recent example of how you maintained a positive winner’s attitude when in a difficult situation with a patient or team member
    2. Describe the positive outcome achieved as a result. How did it feel?

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos that can help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

  • How to Lead in the New Normal

    How to Lead in the New Normal and Win Back Patients

    The new normal is upon us, and it’s drastically changing how we go about healthcare, interact with each patient, and even win back patients.

    Now more than ever, we have to focus on patient satisfaction.

    With so many changes upon us, we must learn how to lead in the new normal. It’s crucial now more than ever to give our leaders timely leadership education that will help them be agile leaders.

    So how do we do that?

    What Do We Need to Know to Lead in the New Normal?

    1. Empathy

    We need to teach our leaders how to provide caregiver empathy when so many of our staff suffer from COVID-19 fatigue.

    Remember: staff members play a vital role in a hospital. To lead in the new normal and win back patients, you have to actively work to support your staff members, particularly during these challenging times. Learn more about the vital role staff members play in a hospital here.

    2. Adjusting to Change

    We are in an era now of constant, frequent, perpetual, radical change, and we need to teach our leaders how to gain buy-in from anybody or anything.

    3. Agility, Influence, and Persuasion

    We need to teach leaders agility, influence, and persuasion. These are the new skills in the new era of pandemics.

    How to Gain a Buy-in From Anybody for Anything

    The number one reason change initiatives fail is lack of buy-in. There are five steps to gain a buy-in. Here they are.

    1. Conduct a subject briefing

    Get your people together in a classroom. Spend 10-15 minutes with them and outline everything they need to know about how it works.

    2. Buddy people up

    After the briefing, pair up all the attendees. When you have a positive attitude and a negative attitude together in a buddy team, the positive attitude will always overwhelm the negative.

    3. Assign a discussion

    Have the buddies talk about three benefits of the new idea and one barrier.

    4. Debrief

    People start to buy-in when they begin to see new, positive benefits and realize that it will help them in their life. When the barriers come up, have them brainstorm right then and there on how to overcome that barrier.

    5. Take action

    When you’re done debriefing, talk about who will do what by when, and how.

    Create a Five-Star Healthcare Experience for Everyone

    Educate your brightest and best as outreach safety ambassadors. Johns Hopkins Medicine calls them Trusted Messengers.

    If people aren’t coming to the hospital, you have to go to the community. Remember: people don’t trust hospitals and doctors, or less so than they did before.

    We need to go where they are, and we need to get the message out. To lead in the new normal, we have to get out and let people know that we are their center of excellence. We are an oasis of kindness and healing.

    Recruit your brightest and best frontline employees. Pick people with positive attitudes—people who will walk the talk and are passionate about the subject. In teams of four, have them go out and speak to churches and service clubs, and associations.

    Think about three initiatives:

    1. Education of inspiration on how to win back patients
    2. How to lead in the new normal
    3. Creating a safe, five-star experience

    Outreach Projects to Win Back Patients

    1. Safety Ambassadors

    Safety ambassadors could be physicians: advanced care practitioners, board trustees, or members of your patient-family advisory council.

    2. Make Your Entryway Welcoming

    Perception = deception. Remember, the way we see ourselves may not be the way our patients or customers see us. The old cliché is true: you never get a second chance to make a positive first impression.

    Is your entryway a welcoming entrance or a barricade? Make the best of your current situation. Create a contest for the best, most creative mask, or the best, most creative badge. Anything that will make a patient’s entrance more welcoming.

    3. Access

    How easy is it for patients to navigate access?

    Let’s begin with assuming your patients are “reluctant customers.” Unless they are coming to the hospital for a tummy tuck, a facelift, or to deliver a baby, they don’t want to be there.

    Use photo badges and appoint a safe, simple, access task force. Put a team together representing admitting, ER, and other various departments.

    4. Safety Culture Project

    How difficult are you making it for patients to get onsite? Start a Safety Culture Project and teach sentence starters to everyone.

    Begin with entrance greeters (not screeners). It could be as simple as saying, ‘welcome to our hospital; we’re so glad you’ve chosen the safest place in town for your care.”

    5. Create a Video

    Using just your smartphone, create a video. Get a team together of four or five frontline employees and create a video called “100 Reasons Why We’re the Safest Place in Town”.

    Instead of downloading brochures and long lists of all the things you’ve done, have a fun three-minute video and post it on your website, on YouTube, on Facebook, on Instagram.

    6. Virtual Safety Tour

    Have your chief nurse officer record two or three minutes explaining why the place is safe. Post this on your website, Facebook, Youtube, Instagram, and any other socials.

    Talk about the cleaning that you do, your outpatient services, and any new protocols.

    7. Ask Patients About Their Visit

    What if you asked every patient, “folks, thanks for choosing us; on the way out the door, we’d sure like to ask if you’d record a 30-second video. I’ll ask you a question about why you chose us and why you came back”.

    Most people, when asked nicely, will say yes. This turns your patients into campaign workers for you. These will go viral in the community and go a long way to help you win back patients.

    8. Ask for Referrals

    Never underestimate the power of a patient referral!

    If you're not asking for referrals, you're missing out on ways to improve both your hospital's reputation and intake. Referrals don't cost anything, and they're easy to do. For help on how to ask for a referral, check out this blog post.

    Now let's go spread Kindness Care, Everywhere!

    Reimagining Healthcare Engagement Summit

    In June, we are holding a special one-day summit called “Reimagining Healthcare Engagement,” which will be 100% live streaming. Register to learn more about how to refresh the workplace through resilience, agility, and kindness.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos to help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    If you are interested in patient care, check out these articles!

    Why is Patient Satisfaction so Important?
    Non-Verbal Communication is the Key to Great Patient Care
    A Positive Attitude is Key to Great Patient Care

  • How to Win Back Every Single Patient

    Do you know how to win back patients?

    According to the Centers for Medicare & Medicaid Services, it costs seven times more to go out and get a new customer than it does to keep an existing one. CMS states that one patient is worth $3,047 a year, but the customer’s lifetime value is astronomical.

    This is why we don’t want to lose patients. It’s also why it is so important to know how to win back every single patient.

    To Win Back Patients, You Have to Shift Focus Back to the Patient

    To win back patients in a hospital, you have to focus on patient satisfaction. But while it is vital to ignite caregiver engagement to create a 5-star patient experience, it is also crucial to reigniting caregiver engagement to win back every single patient.

    There’s no doubting that COVID-19 has left everyone feeling stressed out about even stepping foot into a hospital. A study came out by the Alliance of Community Health Plans that said 42% of consumers feel uncomfortable going to a hospital for an in-person medical treatment, especially when there is a surge.

    Patient satisfaction is vital to the success of a hospital (learn why here). This is why it’s time to shift focus back to the patient. It’s time to reignite your thinking, to reignite where you’re going, and to reignite the patient experience.

    “You can’t go back and change the beginning, but you can start where you are and change the ending.” - C.S. Lewis.

    Try to think about this journey in three steps.


    1. Mobilize response
    2. Fast track regaining lost ground
    3. Refocus on growth

    The Reignite, Win Back initiative

    To reignite is to reset our thinking.

    It’s essential to start thinking about the concept of how to win back patients and educate your people on how to do that. Here are some tips.

    Resilience and You

    It all starts with you. Make a challenge to commit to being the best you can be because what is the alternative to being your best? It’s average. It’s mediocre.

    It’s little things that count, whether it be getting your pain meds on time, getting timely test results, and more. Knowing what “excellent care” means to our patients is a huge thing. And a part of this care comes from mindful listening. This means honoring our patients by really listening to them.

    Resilience is all about surviving and thriving. It’s also about inspiration.

    Reputation Recovery

    Reputation recovery is a great way to win back patients and should be a core capability.

    It is paramount to be an active listener whenever you hear a complaint about your hospital’s service. Do not use those two killer words that ruin relationships “Yes, but…”.

    There are two options when people have a complaint.

    You can agree with them, hear them out, and say, “Wow, that sounds awful. I don’t blame you for being upset; I’d be upset too.’

    But what if the complaint doesn’t sound right? What if your gut says it couldn’t have been that way? Let them be right. Allow them to retain their dignity by saying, “I can see why you feel that way” or “maybe you’re right.”

    Then it’s time to pivot.

    Say: “Have you been to the hospital lately? It’s a different place; it’s a better place.” “Would you like to come by for a tour?” “Would you like to come by for a coffee?” Would you like to come by and meet our Chief Nursing Officer?”. Whether they accept or not, the fact that you’ve invited them, the fact that you’ve honored them by hearing them out, you have become their referral source.

    Is there any doubt in your mind that they will tell others about you and about this newfound discovery that your hospital is a better place?

    What if every caregiver did this once a week? You’d be surprised by how far it can go in building a stunning new reputation. It’s like a Reputation Renaissance.

    Here are a few essential things to do when it comes to Reputation Recovery:

    1. Make reputation recovery a core capability.
    2. Start a Chief Influence Officer (C.I.O.) club. We want to make everybody that works at your hospital a Chief Influence Officer. Make sure their primary focus is patient satisfaction.

    Safety Culture

    This pandemic has people worried and scared. People are afraid of in-person care. Firstly, we have to educate our phone reception, our ER, imaging, physician, lab, billing, and every other staff member.

    Always tell the patient what you can do, not what you can’t do. It’s got to be about what is possible.

    This is why sentence starts are so important. These are positive, constructive ways to communicate with your patients. They also go a long way with patient satisfaction.

    Your greeters should be people who have a personality and have a welcoming name badge. They should also use AIDET.

    AIDET is an acronym for Acknowledge the patient, Introduce yourself, Duration (tell them how long you’ll be with them), Explain what you’re doing to them, and Thank them.

    How to Lead in the New Normal

    We need to teach our leaders how to provide caregiver empathy when so many of our staff suffer from COVID-19 fatigue. We are in an era of constant, frequent, perpetual, radical change, and we need to teach our leaders how to gain a buy-in from anybody or anything. Then we need to teach them agility, influence, and persuasion. These are the new skills in the new era of pandemics.

    Leaders should also fast-track a safe five-star experience for everyone.

    Educate your brightest and best as outreach safety ambassadors. Recruit your brightest and best frontline employees. Pick people with positive attitudes - those staff members who have a kind of way about them and are passionate about the subject.

    We want you to think about three initiatives:

    1. Education of inspiration on how to win back patients
    2. How to lead in the new normal
    3. Create a 5-star experience

    Outreach Projects to Get the Community Back

    1. Create safety ambassadors
    2. Start a safety culture project teaching sentence starters to everyone.
    3. Do a virtual safety tour.
    4. Create videos asking patients why they chose you and why they would come back
    5. Hold a Customer Service Academy for everybody in your market area,

    Our ‘Do it’ Recommendations

    1. Educate and empower everyone to serve as a Chief Influence Officer
    2. Charter an easy access task force
    3. Commit to excellence - learn one new idea every day and do it in a better way.
    4. Make reputation recovery a core capability.
    5. Fast-track a safety culture by the use of sentence starters.
    6. Unleash your trusted leaders to serve as Safety Ambassadors
    7. To win back patients, go out and speak in the community.
    8. Have a win-back marketing campaign.

    Now let's go spread Kindness Care, Everywhere!

    Reimagining Healthcare Engagement Summit

    In June, we are holding a special one-day summit called “Reimagining Healthcare Engagement,” which will be 100% live streaming. Register to learn more about how to refresh the workplace through resilience, agility, and kindness.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos to help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    If you are interested in patient care, check out these articles!

    How to Ask for a Referral in Healthcare: The Power of Patient Referrals
    Why All Hospital Staff Members Play a Vital Role in a Hospital,
    A Positive Attitude is Key to Great Patient Care

  • Non-Verbal Communication is the Key to Great Patient Care

    Non-Verbal Communication is the Key to Great Patient Care

     

    Non-verbal communication in a hospital is one of the best tellers of how a patient or caregiver is feeling.

    This may come as a surprise to you. After all, how can you tell how a patient is feeling without talking to them? How can a patient read you or assume something about the level of your care if you’re not communicating verbally?

    Well, it all comes down to the body.

    When it Comes to Non-Verbal Communication, Your Body Never Lies

    Non-verbal communication is key. Why? Because the body never lies.

    That is the absolute key to non-verbal communication.

    Remember: words make up 7 % of communication. Tone makes up 38 % and non-verbal cues make up 55 % of communication.

    So how do we communicate other than the spoken word? We do this through:

    • Eye contact

    • Body language

    • Facial expressions

    • Smile

    • Clothing

    • Empathy

    • Non-verbal sounds

    • Appearance

    • Hair

    • Personal

    • Laughter

    • Tone of voice

    • Compassion

    • Attitude

    The Importance of Understanding Non-Verbal Communication Cues

    It is essential to both understand and educate yourself on non-verbal cues. These cues can offer all sorts of opportunities to connect and create a respectful relationship with hospital patients. Some of these cues include gestures, breath patterns, flushed faces, and dilated pupils

    These cues all tell a story to a healthcare professional. They offer opportunities for us to understand how a patient is feeling.

    Another crucially important non-verbal cue that you should always have on your mind is your touch. Do you have a caring touch?

    A caring touch both communicates and reinforces caring feelings. A caring touch can include placing a hand over a patient's hand or gently placing an arm around a patient's shoulder.

    Tactile contact also varies considerably among individuals and families. This is why it is important to be sensitive to differences in attitudes and cultural practices. You may notice that some families are touchy-feely while others aren't. These differences should govern how we communicate with our patients.

    The Benefits of Non-Verbal Communication

    As an essential element of patient care, non-verbal communication has many different benefits to both patients and healthcare providers. Some of these include:

    • Helps you become more aware when having conversations with patients

    • Increases intimacy

    • Improves empathy

    • Improves compassion

    It All Starts With a Smile

    Never underestimate the importance of a smile.

    There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it.

    Remember: Patients are always looking at us. They are watching and reading every breath and step we take. They are watching our body language, our non-verbal cues, the way we present ourselves, and everything in between.

    Our ‘Do it’ Recommendations

    1. Remember that your patients are always watching and reading you from the moment you enter the room.

    2. Be sure to read your patients.

    3. Give information to patients in terms and language they can understand.

    Now let's go spread Kindness Care, Everywhere!

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos that can help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    If you are interested in patient care, check out these articles!

    Why All Hospital Staff Members Play a Vital Role in a Hospital
    A Positive Attitude is Key to Great Patient Care
    Why is Patient Satisfaction So Important

  • Why All Hospital Staff Members Play a Vital Role in a Hospital

    Hospital Staff Members Are All Caregivers: Here’s Why

    Each member of a hospital staff plays a huge role in how a hospital functions. They also all play a huge role in patient satisfaction.

    HCAHPS scores are a direct result of how patients feel - and whether you’d like to believe it or not, all hospital staff members can affect these scores.

    This is why it is important to take ownership of patient satisfaction, regardless of the position you hold at a hospital.

    All Hospital Staff Members Are Caregivers

    When you’re asked what you do, how do you answer?

    Do you say:

    • “I’m a caregiver”
    • “I help patients get well”
    • “I work in healthcare as an IT professional and keep our computers running”

    Everyone is a caregiver. There are those who serve the patients, and those who serve the patients. In order to succeed in our HCAHPS scores, it is crucial that we all see ourselves as caregivers.


    “We must become the change we want to see in the world”
    - Gandhi

    The only significant power we have to effect change is through example.

    The Patient’s Perception

    A patient’s perception of their experience is based on a nurse's timely, empathetic response to call lights as well as timely supportive help to the bathroom.

    But did you know that this perception is based on the responsiveness of so many other staff positions? In fact, a patient’s perception likely includes anyone who comes to their room.

    This is because most patients think that anyone in scrubs is a nurse. This means that members of the dietary staff, a housekeeper, a phlebotomist, or any other staff members, are often mistaken for nurses.

    HCAHPS caregivers include but are not limited to:

    • Nurses
    • CNAs
    • Physicians
    • Hospitalists
    • Pharmacy
    • Unit secretary
    • Receptionist
    • Housekeeping
    • Lab
    • Dietary
    • Physical therapy/OT
    • Imaging
    • Transporters
    • ER
    • Business office
    • Maintenance

    It is vital to remember that a patient's perception of responsiveness includes interaction with every hospital staff member they have interacted with. This can include telephone reception, engineers fixing an elevator, a maintenance worker, a transporter, a doctor, a radiology technician, and everything in between.

    The Takeaway

    1. Never make a patient feel like a number.
    2. Empathetic, timely responsiveness is CRITICAL.
    3. Everyone is a caregiver.

    All members of hospital staff are caregivers, whatever the role is. If you work in a hospital, you are a caregiver.

    We are also all first responders. We all have an opportunity at some point to respond to a patient or those who serve the patient. Responsiveness means all hands on deck. You don't have to be a clinician to respond with kindness and a servant's heart to a patient or family in need.

    Think of yourself as revolutionaries on the front looking after patients. Always provide empathy and timely service to patients and their families. Gracefully fulfill their requests.

    Our ‘Do it’ Recommendations

    1. Honor and recognize every team member as a caregiver whether they are at the bedside or not.
    2. In one sentence or less, describe and clarify how you make a difference as a caregiver to either the patient or to those who serve the patient
    3. Cultivate a vision to see yourself and all of your peers as First Responders.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos that can help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

  • Why is Patient Satisfaction so Important?

    Patient Satisfaction: Why It’s Important For You and Your Patients

    Did you know that patient satisfaction not only helps patients recover, but also enhances employee morale and even creates job security?

    It's also a huge factor for a hospital's well-being

    When a hospital has great client satisfaction, it improves every aspect of the hospital - from the hospital’s community, to patient happiness, to the well-being and mental health of hospital staff, and more. When the patients are happy, the employees are happy, and vice-versa. This results in a positive environment that helps make hospitals more competitive, and ultimately, more profitable.

    Client satisfaction is so much more than just providing great care. It’s the right thing to do.

    In healthcare, patient satisfaction is often a good indicator of the quality of care that is provided. Not only does it affect patient retention, but it also affects clinical outcomes, medical malpractice claims, and more.

    Here are a few reasons why patient satisfaction is so important, and how you can do a part in providing great healthcare to improve client satisfaction.

    What is Your Personal Mission?

    When it comes to patient satisfaction, what is your personal mission?

    One of your core and true missions should be to provide loving and compassionate care for every patient with no exceptions.

    Patient satisfaction is an indicator of the type of treatment a patient is receiving and how well they are being treated. It is also an indicator of how satisfied the patient is about the treatment they are receiving. This measure of care quality gives us valuable insights into aspects of our job and allows us to understand the effectiveness of our care as well as of our own level of understanding.

    When it Comes to Client Satisfaction, Personal Engagement is No Longer an Option

    “It doesn’t take an instant more, or cost a penny more, to be empathetic than it does to be indifferent.”
    - Brian Lee

    Personal engagement is no longer an option. Without it we can improve the patient experience, clinical outcomes, hospital readmissions, hospital-acquired infections, and more.

    It is crucial that we use personal engagement in our work to increase patient satisfaction and get the results we want.

    If you do not use personal engagement every day, patients will not comply as they should. A lack of personal engagement and empathy does not provide a safe place for patients. If we don’t personally engage ourselves in work, patient satisfaction will go down.

    The Right thing to Do

    Being personally engaged with your patients is the right thing to do.

    Our own personal engagement is evidence of our desire to serve others and to help others. Patient satisfaction not only improves a patient’s stay, but it also enhances job satisfaction for the staff treating these patients.

    There are many reasons why patient satisfaction is important, and there are many reasons why we should try our absolute best to improve patient satisfaction. Here are some reasons.


    • Our community deserves it
    • It makes patients happier
    • Enhance job satisfaction and employee morale
    • Creates job security
    • Helps us grow our market share
    • Makes us more competitive
    • Makes us more profitable
    • It’s the right thing to do.

    Never Underestimate the Importance of Patient Satisfaction

    Patient satisfaction is one of the most important parts of health care.

    It is important for a number of reasons. Not only is it important from a business standpoint, but it also improves a patient's life and health. Patient satisfaction attracts new patients, builds loyalty, improves clinical outcomes, and even minimizes the risk of litigation.

    Patients who are satisfied with their health care are more likely to tell others about their experience. They are also more likely to come back to the same facility.

    To improve customer satisfaction, be sure to focus on:

    • Reducing wait times
    • Learning technology
    • Fostering communication
    • Giving patients the option of filling out a satisfaction survey at the end of their stay

    Our ‘Do it’ Recommendations

    1. Write down 3 reasons why customer satisfaction is important to you.

    2. Seek every opportunity to proudly share these reasons with your patients and team members.

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos that can help you gain the skills you need to be a better healthcare worker. Contact us today to see how we can help, or click here to learn more.

  • Why You Should Be Promoting Your Hospital As COVID-19 Compliant

    The Importance of COVID-19 Compliance for Hospital Referrals

    COVID-19 compliance has become one of the number one factors when it comes to hospital referrals.

    A recent study done among 7000 patients by a Boston consulting group has found that you can influence up to 50% of patients returning for elective surgery if you certify that your facility is COVID-19 compliant.

    To get ahead of the game and focus on getting those hospital referrals, you must start ensuring that your hospital is 100% COVID-19 compliant.

    One way to get the word out about your hospital’s COVID-19 compliance is by downloading a certificate that says you are COVID-19 compliant. Learn more about the importance of COVID-19 compliance in your hospital below.

    How Does COVID-19 Compliance Impact Hospital Referrals?

    Patients want to know that they will be safe when they come into a hospital. Most people are highly fearful about COVID-19. They fear catching it, and they specifically fear going to hospitals, where the chances of contracting COVID-19 are much higher.

    By educating managers to lead in the new normal and focus on COVID-19 compliance, we can better engage with our frontline workers and win back every patient.

    In addition to COVID-19 compliance, another great way to get hospital referrals and win back patients is to reignite caregiver engagement and unleash their influence in the community - starting with family and friends.

    Capabilities to Regain Lost Patient Volumes and Grow

    Here are steps to gain more hospital referrals, win back patients, and ensure that all hospital staff and facilities are COVID-19 compliant.

    1. Educate and Empower Everyone to serve as a C. I. O. (“Chief Influence Officer”)

    2. Charter an “Easy Access Task Force.” Plan and coordinate convenient patient and family access to the hospital and offsite facilities.

    3. Commit to Excellence. Learn one new idea every day and do it in a better way.

    4. Make reputation recovery a core competency.

    5. Fast-track a cultural DNA of “Being a Safe, 5-Star Healthcare Experience” through sentence starters used by everyone, everywhere.

    6. Educate and empower leaders with state-of-the-art competent people skills.

    7. Unleash your trusted leaders to serve as safety ambassadors.

    8. Include the following in your win-back marketing campaign:

    • A full-page print advertisement

    • Have key leaders record YouTube and Facebook videos

    • Invite patients to record “Why I came Back” testimonials videos

    • Schedule a live streaming Customer Academy

    9. Request Your Win-Back Tool Kit now

    10. Join us for the Annual HealthCare Service Excellence Conference 2021 to learn how to overcome all the practical and cultural challenges to improving the patient experience. Discover yourself an implementable prescription for frontline, leadership, and patient engagement at this year's conference.

    Now let's go spread Kindness Care, Everywhere!

    Reimagining Healthcare Engagement Summit

    In June, we are holding a special one-day summit called “Reimagining Healthcare Engagement,” which will be 100% live streaming. Register to learn more about how to refresh the workplace through resilience, agility, and kindness.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos to help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    Are you interested in patient care? Check out these articles!

    Non-Verbal Communication is the Key to Great Patient Care
    Why All Hospital Staff Members Play a Vital Role in a Hospital
    A Positive Attitude is Key to Great Patient Care

  • Why Your Hospital’s Online Reputation is Important to its Success

    How the Patient Experience Can Improve Your Online Reputation

    Your hospital’s online reputation is vital to its success, and the key to having an excellent online reputation is ensuring that there is always a great patient experience.

    Reputation.com did a study of 4800 hospitals. They found that it will bring your scores up by 17% if you have a good online reputation.

    On the other hand, if you have a poor online reputation, it’s three times more likely to fall. Your ratings have become a self-fulfilling prophecy, which is why you need to start thinking about the patient experience and how to improve it.

    Using the Patient Experience to Improve Your Online Reputation

    Have you ever wondered why patients won’t tell you how they honestly feel about you while they’re under your care and control?

    Think about it this way: do you bother complaining about the food in a restaurant? Most people don’t because they fear what might happen to that food on the way back from the kitchen. There’ll be a new, invisible, moist crust.

    Patients are very uncomfortable giving direct feedback. People are not comfortable being seen as a trouble maker. Remember: perception is deception. The way you think you’re doing may not be the way your patients see you. They’re very uncomfortable giving you that honest, direct feedback, which is why evaluations are so essential to understand the patient experience.

    Five Questions to Ask Yourself About the Patient Experience

    1. Do you know your latest patient satisfaction scores?
    2. Do you know how the scores have changed since the previous report? How did they change in the last quarter?
    3. What are the top two things your patients say that you do best?
    4. What are your top two patient dissatisfiers?
    5. What is your number one dissatisfier, and what are you doing to eliminate it?

    “The speed of the leader is the speed of the team.”

    It’s your role as a leader to educate your staff and inspire them to care.

    Why Five-Star Ratings Are so Important to Your Online Reputation

    A five-star rating is where you will find your loyalty. Five-star ratings keep and win patients back.

    To get five-star ratings, you have to consistently meet or manage patients’ expectations with kindness and care everywhere, which should always be the goal.

    What makes the difference, and what gives you a competitive advantage, is the patient experience. As the patient experience improves, operating margins improve. And as patient experience improves, nurse turnover goes down.

    How to Get a Five-Star Patient Experience

    1. Patient Engagement

    Internal customer experience matters. One great way to improve patient engagement is through “chat time.”

    One of the best things that you can do is make time to sit with a patient. This daily “chat time” touches patients and shows them that you care. When it comes to patient engagement, relationships come first, and business second.

    Ask your patients about their kids or their grandkids. Ask them about their family. Be curious about them and connect with them on a personal level. Create a relationship first and get down to business after.

    2. Listen

    Be a brilliant conversationalist. Ask yourself every day, “what do I know about the patient that is not on their chart?”. The key is to listen with all of yourself and your heart. Don’t judge because when people feel judged, they judge you back.

    Ask your patients questions about their lives. Be curious. Listen to them. Show them you care.

    3. Be Kind

    People begin to heal the moment they feel heard. When they feel seen and heard, they start to heal. Begin every work shift as a kindness shift.

    Personalize a patient’s experience. Create a care board asking, “what would good care mean for you today?” and post responses on the care board. Always have a positive attitude and show your kindness to all your patients.

    Power of the Word of Mouth

    There are only two ways to grow market share: new services and word of mouth. Advertising will not bring back people who don’t like you, which is why you should never underestimate the power of word of mouth.

    Referrals matter. Mark Zuckerberg said, “People influence people. Nothing influences people more than a recommendation from a trusted friend. A trusted referral influences more people than the best broadcast message. A trusted referral is the holy grail of advertising”. Learn how to ask for referrals here.

    84% of us trust recommendations from family and friends, but 88% trust online reviews more than family and friends.

    You have 100% control over your influence when the patient is under your roof. Once they’re gone, it’s 0%.

    Three Ways Your Patients Show Loyalty

    There are three ways that patients show their loyalty:

    1. They say they’re very satisfied with their experience.
    2. They come back.
    3. They recommend you to others.

    If you provide a patient experience that they enjoy and appreciate, they will come back. The challenge now is to win back patients who have left you.

    Remember: everyone is a caregiver. Being a caregiver is about treating customers like they are family and friends.

    How do we treat someone like our kids or a neighbor? It’s an attitude of gratitude. It’s a sense of appreciation.

    Embrace the practice that everyone is a caregiver.

    Now let's go spread Kindness Care, Everywhere!

    Reimagining Healthcare Engagement Summit

    In June, we are holding a special one-day summit called “Reimagining Healthcare Engagement,” which will be 100% live streaming. Register to learn more about how to refresh the workplace through resilience, agility, and kindness.

    Everyone’s a Caregiver: Providing Education for Healthcare Workers

    Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos to help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.

    Are you interested in patient care? Check out these articles!

    How to Win Back Every Single Patient
    Non-Verbal Communication is the Key to Great Patient Care
    Why All Hospital Staff Members Play a Vital Role in a Hospital