Photo by Owen Beard on Unsplash
When it comes to finding the secret to exceptional customer service in healthcare, we must always remember that patience and understanding are a must when meeting people on one of their worst possible days. A colleague in the healthcare industry recently shared the following insights with me.
Real World Story: I went to school to become an x-ray technician, and I’ve been working in the healthcare field for nearly thirty years now, many of those years at urgent care facilities. I currently work at an urgent care clinic in Long Beach, CA, as an x-ray technician and front office manager. And I can honestly say that over the span of my career, I have learned many valuable lessons, especially how important it is to have patience and understanding toward patients who are not at their personal best. In fact, many patients come to us in pain and in the despair and anxiety that comes from being in such terrible pain. I was recently reminded of why I love working in the healthcare field, especially urgent care. In one single day last week, two patients returned to my office after receiving treatment. Both patients were so fully thankful for the service they received from me that each gave me gift cards along with their praise. Company policy dictates I cannot receive any gifts in kind, but I did receive and appreciate their kind words.
“I have two kids,” one said. “And whenever we have an emergency with them, I always know to bring them here because I know you will be kind and professional. I cannot think of going anywhere else.”
Another patient, on the same day, returned to say, “I want you to know that I always appreciate your professionalism. You are always kind and make me feel at home when I am here. Thank you!”
These two same-day incidents got me thinking about my morning work routine and why I do what I do. Every morning, just before I walk out the door, I pray. I ask God for the patience and understanding needed to work with people who are sick, not feeling well, and who may just be difficult to work with. This morning prayer has allowed me to deliver the best possible service to people who are experiencing one of their worst possible days. I am grateful for the patience and understanding I receive every morning to meet these challenges. This isn’t just my job; it is my calling, and one that requires my empathy and that I be positive throughout my workday no matter how difficult patients are. I can’t think of anything else I would rather do.
Strategies that Turn it Around:
- Know that the work you do is not a job but a calling. In talking with my colleague, I realize that working in healthcare is not just a job; it is a calling. It is more than just a paycheck; it is about making a difference in the lives of people.
- Know that your calling requires empathy. Empathy is the ability to put ourselves in other people’s shoes. It requires that we understand them when they are at their worst. It requires us to give care to people who may not be so kind to us at that moment.
- Know that being positive is the key. Being positive is a choice. Every morning, my colleague makes the choice to be positive. Like anything else in life that we wish to excel at, being positive requires a conscious effort, a daily conscious effort.
Remember: Delivering exceptional customer service in the healthcare field is simply more than being nice and/or proficient. It requires our understanding that people who are sick, and often in pain, need our patience and understanding too. We must be the people they look to for help when they need it and also to know they are in the right hands with us.
What do YOU do to ensure you deliver the best possible service to people having one of their worst possible days?