Customer Service
What are examples of proper telephone ettiquette?
Professional. Courteous. Friendly tone. Warm greeting. State your org., dept., unit. Introduce yourself. "How may I help you?". Permission to place on hold. Mindful when using speaker phone. Notify when transferring. "Is there anything else I can help you with?". "Thank you for calling."
How should you acknowledge a customer who appears upset?
You approach a customer who seems upset, showing empathy and listening carefully without raising tension or interrupting.
What do you do when entering a patient’s room?
Knock and see if it is okay for you to enter. Let the patient and their visitors own the room. Greet the patient nicely.
What is the 10/5 rule?
If you are within 10 feet of a person, make eye contact and smile.
If you are within 5 feet of a person, speak and acknowledge them.
What is Press Ganey?
Press Ganey is a patient experience survey designed to assess satisfaction with healthcare services
What is the proper way to introduce yourself during a patient interaction? Why is it important?
"Hello. My name is ___. My role is ____. I will be helping you with ____."
It is important because it builds trust and makes the patient feel more comfortable during the interaction.
How should you treat each interaction?
"If this were my ____, how would I want this moment handled?"
What is AIDET? Why do we use it?
An acronym that represents the way we communicate with patients, other staff, and colleagues.
It helps reduce patient anxiety, increase patient compliance, improve clinical outcomes, and increase patient satisfaction.
True or False?
Communication with doctors, responsiveness of staff, and communication with nurses are 3 categories on the HCAHPS questions.
True!
How do you handle a situation where the expected duration changes during the interaction?
"The wait time is longer than expected, provide an updated time, apologize. Is there anything I can do/get you while you wait?"
Why does Press Ganey matter?
Identifies areas for improvement
Supports patient-centered care
Positive feedback fosters trust such as patient loyalty and trust
How and when is the Press Ganey survey distributed?
Via text, email, or mail
48 hours to 6 weeks after discharge.
What does it mean to “manage up”? Give an example.
Positioning others in a positive light. It is a form of communication that aligns your skills and your coworkers, to the goals of the department.
Why is explaining the process important? How can you ensure that your explanation is clear and concise?
Providing clear and simple instructions ensures the patient understands the process.
You break down a complex process into easy to understand steps so you do not overwhelm the patient.
Explaining when the patient should expect a call with results or follow up actions is an example of which letter in AIDET?
Duration
What is a no pass zone? What does it help with?
It is everybody’s responsibility to answer a call light. It does not matter which department you work in. Anybody that sees a patient’s call light on, should respond and report to the appropriate person.
It helps reduction in falls, increased and improves teamwork, and improves patient satisfaction.
What are 3 areas that the Press Ganey survey collects feedback about?
Wait times, communication with healthcare staff, facility cleanliness, and overall satisfaction.
How should you treat each interaction?
Treat each interaction as if it were your favorite person!
What is an example of using key words at key times?
"Let me take you there."
"Is there anything else you need while I am here?"
"Can you reach everything at your bedside?"
What is service recovery? And why do we do it? How long do you have to begin the service recovery process?
When a patient perceives there is a problem, there is a problem. We try our best to fix the problem.
It’s the right thing to do. Empowers employees and curbs bad public relations.
15 minutes
When we deliver excellent customer service, what is in it for us? The patients? The organization?
Job security
Retention
Customer satisfaction
Reputation
Funding
What is the + in the AIDET?
The + is your promise/commitment to provide excellent care or to deliver on customer expectations.
How can you educate patients about Press Ganey?
Mention the survey during patient interactions to prepare them for the feedback request.
Let patients know their feedback helps improve care and is confidential.
Emphasize that the survey is short and easy to fill out.
Ensure patients that their voice matters and that their response leads to improvements in care.
What is H.E.A.T.?
4 step method for dealing with angry customers.
Hear them out.
Empathize.
Apologize.
Take responsibility.