Giving patients the very best customer service is truly a GIFT. And what better gift to give patients than when they’re at their worst—in physical and mental discomfort, even extreme pain. A colleague recently shared a story with me about a healthcare worker who truly exemplifies this GIFT concept. I hope it inspires you.
Real World Story: “My partner works in the medical field, and he is truly gifted in delivering exceptional customer service to his patients. He recently shared with me yet another letter of appreciation that he received from one of his patients. In this letter, Freddie’s patient wrote about how special he was made to feel when he last visited Freddie’s clinic. He thanked Freddie for his kindness and outgoing personality. He was impressed that Freddie had introduced himself when they first met. He also wrote about how thankful he was that Freddie listened to everything he had so say, and how Freddie made sure to explain the next steps that he needed to take after his visit. He was also thankful that Freddie didn’t simply let him go on his way, but that he took his time to ask if the patient had any questions that needed answers before he left his appointment, AND if there was anything else that Freddie could for him before he left. The thank you letter was accompanied by a $50 gift card.
“This wasn’t the first letter of appreciation that Freddie has received, and I imagine it won’t be the last. Without ever knowing about the concept of giving patients the GIFT of exceptional customer service, Freddie had demonstrated exactly that, and he will most likely continue to do so in the future.
“How healing would it be for everyone in healthcare to strive to be such a GIFT to all patients! In a world filled with uncaring, we should all make it a goal to be a Freddie, striving toward being a GIFT to all our patients.”
Strategies that Turn it Around:
- Greeting. First impressions are important. Introducing yourself, making eye contact and having a smile on your face when you first greet a patient go a very long way to making patients feel at ease and cared for.
- Inform/Inquire. Ask questions and then use active listening to truly hear and understand your patients’ needs and wants.
- Follow-Up/Follow-Through. Don’t keep your patients guessing. Ask if they have questions and inform them of the next steps in their healthcare process. This demonstrates empathy and understanding on your part.
- Take Responsibility. Don’t ever rush patients out the door. Take the extra step to ask if there is anything else you can do for them. This demonstrates your commitment to their wellbeing. When you take ownership of a situation, patients will know you have their best interest at heart.
Remember: When our patients are at their worst because of poor health, we need to be at our best. And what better way to do that than to be a GIFT to them. Greet, Inform, Follow-through and Take responsibility. Your patients will love you for it.
When was the last time you were a GIFT to your patients?