1. The Caring Before the Care Perceptions Speak Volumes!

2. Clinically-sound care Clean, attractive facility Great service from start to finish: Patient – Service Provider – Physician Key Patient Perceptions

3. Five Fast Facts Healthcare is a business in a service industry…that’s why service is so important. The customer’s perception is his/her reality! Creating a “service-oriented culture” is a process. If the total service experience is not managed, the patient will manage it for you! Establishing customer loyalty is a critical undertaking in highly competitive markets.

4. Guiding Principles to Creating Powerful Perceptions Leadership commitment Leadership commitment Employee involvement Employee involvement Understanding patient expectations Understanding patient expectations Establishing clear service standards Establishing clear service standards Identifying image builders & busters Identifying image builders & busters Bridging the gap between satisfied and loyal customers Bridging the gap between satisfied and loyal customers

5. Powerful Perceptions Customer Satisfaction  Create 

6. Two Main Factors Affecting Customer Judgment Concerning Care Technical Qualified staff State-of-the-art equipment Customer Service Wait time Atmosphere Comfort Personal treatment (courtesy, respect)

7. Setting the Tone for the Patient Experience? 1. 1.Receptionist: Check-In  First Impression 2. 2.Medical Office Assistant or LPN: Work-up (blood work, temp, weigh-in, urine specimen) 3. 3.Escort to examination room: Doctor’s Assistant or LPN 4. 4.Physician 5. 5.Lab Tech or Mammogram Department 6. 6.Receptionist: Check-Out  Last Impression

8. Perceptions… Should never be: Okay Okay Ho-hum Ho-hum Neutral Neutral Should always be:  Positive or  Negative

9. Behaviors that Impact Patient Perception Telephone protocol Telephone protocol Scripts for key service encounters Scripts for key service encounters Established service standards Established service standards

10. Image Boosters and Busters that Impact Patient Perception Outside Environment Outside Environment Inside Environment Inside Environment Professional Appearance of Employees Professional Appearance of Employees

11. How Do You Make Employees Feel Connected to your Workplace? How Do You Make Employees Feel Connected to your Workplace?

12. Patients’ Have a Right to Know Their Caregiver

13. At SGMC, Appearance Matters

14. Key Ingredients to Patient Satisfaction Providers who listen and demonstrate concern Providers who listen and demonstrate concern Providers who ask about and address patient concerns Providers who ask about and address patient concerns Providers who invite questions and answer them fully Providers who invite questions and answer them fully A friendly, respectful and confidential environment A friendly, respectful and confidential environment Promptness and accuracy Promptness and accuracy

15. Direct and Indirect Benefits of Satisfied Patients: More likely to return for care in the future More likely to recommend your facility to others Less likely to seek legal remedy More apt to cooperate…which is paramount to achieving desired clinical outcomes Patients have a choice. Satisfied patients become LOYAL customers!

16. Satisfied or Loyal Customers? Satisfied Short-Term Loyal Long-Term Customer loyalty is dependent on a company’s ability to consistently deliver a memorable service experience (MSE) that leave customers with an ongoing favorable image, feeling and union with the provider. MSE is not a single event; rather, it comprises multiple service encounters.

17. Loyal Customers Make you money Make you money Save you money Save you money Save you time Save you time …Directly impact your bottom-line!

18. H igh Satisfaction is Great. The Goal is High Patient Loyalty! Healthcare providers are in the business of serving people. Patients assume clinical sound care. Patients desire and expect customer service. Putting the “Caring Before the Care” generates customer loyalty.

19. SGMC’s Former First Impression Lobby Image. First impressions… set the stage. You can never recreate a first impression!

20. SGMC’s new, fresh and “visitor- friendly” lobby environment

21. Image Busters send powerful negative impressions!

22. Tell Your Story. Testimonies are Powerful. I’ve just gotten back from maternity leave but wanted to drop you a quick note to brag about your nurses up on the floor. The two that stand out in my mind are Michelle (Induction nurse) and Laura in L&D. Michelle was wonderful in explaining everything that was going to take place with my induction and really put my mind at ease. Laura was especially dear to me because she was there from beginning to end. Her very caring and sincere manner made all the difference in the world. My mom even commented on what a wonderful nurse she was and being a fellow RN she doesn’t give compliments too easily. All of your nurses in L&D, Post Partum & Nursery should be commended for the superb job they did and I’m sure do every day. Would you please pass along my thanks to Michelle, Laura and the rest of your team? It’s because of them that I’m proud to say I work at SGMC. Thanks!

23. Customers do not make up stories about their service experience. You create the story, and he/she retells it!

24. Powerful Perceptions Review Perceptions are formed within 10 seconds…review your image builders and busters! Perceptions are formed within 10 seconds…review your image builders and busters! Customer service “flavor-of-the-month” programs are a façade. Creating a “service-oriented culture” is a process. Customer service “flavor-of-the-month” programs are a façade. Creating a “service-oriented culture” is a process. Real “blow-your-mind-away” service doesn’t come from a manual, policies, or declarations. It is derived from the heart of those serving others— The “Caring before the Care!” Real “blow-your-mind-away” service doesn’t come from a manual, policies, or declarations. It is derived from the heart of those serving others— The “Caring before the Care!” There is a difference in satisfied and loyal customers. There is a difference in satisfied and loyal customers. Tell your stories! Tell your stories!

25. Professional Care with Personal Service

26. What differentiates SGMC as the region’s premier medical facility? Our dedication to building a “culture of service,” to deliver on what we promise. We don’t look at customer service as a job function that can be assigned to particular employees. It is a value system that we are building into our SGMC culture.

27. A Closing Challenge “Never be satisfied with your patient’s satisfaction!” Randy Sauls, COO South Georgia Medical Center