Excellent Customer Service
Tampa General Hospital, my home away from home on the weekends, does a great deal to ensure that all employees provide the best customer service to all of our patients and visitors. This week, I attended a four-hour training off site at a beautiful hotel on the water. A delicious dinner was also provided, and we even got paid for our time.
The emphasis was on things that I think we all forget to do, especially when we are busy and tired. They reinforced not saying things like, "I’m sorry, we are short-staffed," or "It's not my job." Instead, it would be better to say, " I’m sorry things are running a little behind today; let me find someone who can help you." These might seem like simple concepts, but I hear these types of comments quite often.
The majority of the workshop's focus was on what you should do from the moment you encounter your patient until you part ways. It is so important to first acknowledge your patient by making eye contact and smiling. I also like to place my hand on the patient’s shoulder if it seems appropriate. Next, we must be sure to properly introduce ourselves and then explain the procedure to the patient, including length of the exam and how long it will take to get the results. Finally, a thank-you should include a goodbye statement like, "It was so nice to meet you, and I sure hope you are feeling better soon." Also, make sure the patient is comfortable by getting her an extra blanket or glass of water, if needed.
All of us visit the doctor or are in the hospital at some time or another, and I think this is the most valuable way to see what it’s really like from the patient’s perspective. If you’ve seen the movie
Patch Adams, you’ll remember that all of the new doctors are made to live in the hospital as patients for one week. What better way is there to get this point across?
In many radiology-based jobs, our time with our patients is brief, so we must make every second count.