Improving customer service and patient satisfaction should be an ongoing initiative for any hospital. Depending on the skills and dedication from your team is essential to not only build brand equity, but to secure reimbursements.
When you think about it, customer service is not rocket science. It comes down to basic friendliness and genuine concern for your patients and their guests. Below are a few simple suggestions and reminders for your nursing team to keep in mind and/or implement immediately.
- Always wear your hospital badge/ID.
- When admitting patients, introduce them to their room by pointing out where everything is and explaining anything as necessary.
- Introduce yourself when entering a patient’s room.
- Use appropriate voice volume for the time of day and for each patient’s hearing ability.
- Never speak negatively about a patient, hospital team member, physician, or any other situation.
- Be polite by apologizing, saying “excuse me” if you are interrupting a conversation, and always say “please” and “thank you” as appropriate.
- When delivering meals, set up the patient’s tray as appropriate by removing any plastic wrap, preparing straws, and placing the tray within reach.
- When you leave a patient’s room, always ask if there’s anything else you can do for them.
- Be observant and assist in keeping the patient’s room clean and clutter-free at all times.
- Dim lights in the hallways and try to keep noise down during the night.
Your nursing team will have the most interaction with patients during their stay. Making nurse-to-patient interaction/experience a positive one will do wonders when it comes time for HCAHPS surveys.
Remember, there are more than just your nursing team setting an experience for patients. From admission to housekeeping, physicians to discharge – everyone has a role in creating an outstanding customer service experience. Don’t allow one team member ruin it for the hospital.