Service Excellence
To resolve a complaint, prevent a complaint or an act of human kindness
What is service recovery?
Unsupported judgements in favour or against one person, thing or group
What is unconscious bias?
Discussion about activities that occurred n the last 24 hours.
What is a daily huddle?
What is chat time?
Katie Hunnard
Who to contact about Service Excellence?
a combination of moments of truth
What is the cycle of service?
Being receptive, attentive and responsive
What is mindful presence?
Respect and listening to the voice of he customer
What are the two principles of LEAN?
What is someone who talks to you about you<
16
How many beds are there in the ED?
Clinical excellence
What do patients deserve first and foremost?
Repeating back to the patient, in your out words, what they told you.
What is restating?
Focal point of the daily huddle.
What is the customer experience board?
FORM
What is small talk is big talk?
Number of employees
What is over 700?
We should always be wearing this
What is a smile?
Who, what, where, when, why and how
What are the rules of journalism?
LEAN
What is leveraging empowerment and accountability now?
being fully present to the moment you are in.
What is Mindful Presence?
Steve, Nancy, Tom and Derek
Who are some of our board members?
HCAHPS
What is Hospital Consumer Assessment of Healthcare Provider and Systems?
Inspiring, true, helpful, kind, necessary
What is THINK?
KPI
What are key performance indicators?
Every great love starts with this.
What is a great story?
32
What is the number of employed physicians?