My wife was operated on in Las Vegas’ Mountain View Hospital last week. It was an incredibly good experience – from pre-registration, check-in, the operating room staff, nurses in recovery and on the floor, and check out. It was so much better than the other 4 hospitals we’d experienced in the past several years that I went in search of finding out why.
· The first thing I noticed was a large graphic in the main lobby that said We Show Up – for our patients, for our communities, and for each other. When I pointed to this, a nurse proudly told me that management is there for them and that inspires them to be there for their patients. Engaged managers inspire employees to be engaged.
· Another graphic spelled out iCARE – Integrity, Compassion, Accountability, Respect, Excellence. Lots of companies display their values, but far too few live them every day, in every way. The best way to measure these is by being a customer: we found compassion and respect in every interaction and felt like everyone really cared.
o Service is too often superficial and perfunctory – it’s easy to spot that phoniness and there was none there. Genuine smiles, concern, and caring - they were never too busy to happily go above and beyond. Hospitality in healthcare was on display throughout our stay and it was abundantly obvious that excellence is a continuous process there and not an accident.
It doesn’t take any extra effort or time to be thoughtful, caring, and thorough; as a leader or customer, when you see employees anywhere doing that, take time to compliment and thank them today.
Avul Pakir Jainulabdeen Abdul Kalam (1931 – 2015): Indian aerospace scientist and statesman who served as the president of India from 2002 to 2007.
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