As experts in the patient experience, we’ve seen what top “Pay for Performance” hospitals and medical groups do that separate themselves from average, second-tier groups. If you aspire to create a culture of service and deliver an extraordinary care experience, focus on these service essentials which characterize top-scoring, patient-centered organizations:
1. Patient satisfaction is a key business strategy.
Leaders are role models for service performance; they participate in regional and practice site activities aimed at transforming the patient experience and insider engagement.
2. Engaged, motivated people are seen as a major asset.
Every member of the care team is equally respected and valued; team members understand and identify with the mission, and do their parts in making it come alive.
3. Providers and staff treat patients as valued customers.
Everyone knows that a culture of service is as important as delivering excellent medical care; patients are loyal because their visit is welcomed, their time is respected, and their concerns are addressed with empathy and professionalism.
4. Continuous measurement keeps the focus on service improvement.
Management receives regular feedback on service strengths and weaknesses, and implements improvement strategies.
5. Mediocrity is not tolerated; everyone is held accountable.
Serving with pride and passion is the standard of performance; providers, managers and employees use service protocols and scripts that are proven to produce high levels of patient satisfaction; under-performers receive coaching and are required to demonstrate steady improvement toward performance goals.
6. Individual and team contributions are recognized and rewarded.
All team members share in tangible rewards for delivering an extraordinary patient experience; team awards go to sites and departments where providers and employees collaborate to reach service goals.