Leadership and Customer Service

Was reading an interesting article in May/June edition of Healthcare Executive about customer service in healthcare settings.  A couple of interesting observations in the article:  the most important thing that good customer service does is make employee’s job easier, and all other factors such as patient safety etc come later.  At this point it might be a bit hard to understand why this the most important factor.  Couple this to leadership, and it becomes little easier.  The core point is that if senior leadership make lives of their employees, read nurses easier by their conduct and improved processes, it automatically results in increased motivation.  This results in better care provided to the patients and their caregivers.  In short, not matter what all big banner policies and initiatives you put in place to improve your ratings, the most critical remains senior leadership approach towards its own employees.

As Mahatma Gandhi said,”We must become the change we want to see”.

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2 Responses to Leadership and Customer Service

  1. Bonita Lay says:

    Healing institutions must become the product of the product. They may be 6sigma lean and mean…but do you bring HEART to the scene? Not!…..What is the top line costing your bottom line?
    IS your Strategic Plan used as a management tool? Does your process and structure support your Strategic PLan? How do you reward and recognize your staff… and develop your people? LEADERSHIP surrounds all of these. These DIRECTLY impact on Customer Loyalty. Fish stink from the head down.( No, I am not a disgruntled health care provider….just a professional who can help organizations become whole)

  2. Bonita Lay says:

    Healing institutions must become the product of the product. They may be 6sigma lean and mean…but do you bring HEART to the scene? Not!…..What is the top line costing your bottom line? What tools are you using to find disconnects…not just satisfaction surveys. What are you doing to align values and behaviors?
    IS your Strategic Plan used as a management tool? Does your process and structure support your Strategic PLan? How do you reward and recognize your staff… and develop your people? LEADERSHIP surrounds all of these. These DIRECTLY impact on Customer Loyalty. Fish stink from the head down.( No, I am not a disgruntled health care provider….just a professional who can help organizations become whole)

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