Baird Group
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02/07/2022
Eye contact is so important in listening. As healthcare workers, we have so many things we need to focus on, that appeaaring "fully present" to the patient often falls by the wayside. I had a virtual medical consult a while back, and one of the first things the doctor said was, “I am working with two screens. One has your image, and the other has your medical record. If I look away, I am not ignoring you, but I am reviewing your chart.” This was a great way to manage my expectations. Understanding this upfront helped us enter into a more trusting relationship. Here are more tips for generous listening: https://ed.gr/dv2q4
How are you ensuring that you're delivering the best possible service all the time? If you're putting a brand promise out into the world, you need to deliver every time with every patient. That's why I'm a huge fan of mystery shopping. You get unbiased data with concrete examples of your facilities' level of care.
➡ Was the appointment setter friendly over the phone? Did they answer all questions, or were they too bogged down with protocol and scripting to have a human connection?
➡ For in-person care, how did the facility smell? We often forget, or get accustomed to, fundamental aspects of care, that we don't even see (or smell) them!
Learn more about mystery shopping here: https://ed.gr/dvzja
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201 N. Main Street Suite 320
Fort Atkinson, WI
53538
