It’s always a good idea to try to find new and better ways to take care of your patients. While almost every medical facility focuses on the same things, the true innovators are ones who lead the charge as well as think of new ways to improve patient care and experience. One of the most important things to remember is that inspiration can come from the most unlikely places.
Jay Juffre, the Regional Vice President, South East Region and National Service Director for ImageFIRST is one of those innovators. He’s always on the lookout for ideas to improve patient experience, and sometimes, he even finds them outside of healthcare! Here at ImageFIRST, we not only provide medical laundry services in NH and other parts of New England, but we also look for ways to enhance patient care. Here are five best practices when it comes to taking care of your patients:
- Aim for Happy Staff - Companies that are great when it comes to customer experience understand that customers will never be happier than their employees. The same is true for patient care. As we all know, doctors, nurses, and support staff members work long hours. What are you doing to keep them more engaged? It would be incredible if the reaction your patients and their families had after interacting with your team resulted in them putting your organization at the top of their list of best patient experiences.
- Think of Snow White and the Seven Dwarves - Does your staff remind you of the seven dwarves from Snow White? Maybe some of them fall into the “Grumpy” category (stressed), while others fall into the “Sleepy” category (overworked). What you’re aiming for is to keep them in the “Happy” category, because staff engagement is crucial when it comes to patient care. For example, our #1 goal at ImageFIRST is to have associates who take pride in achieving their best. Take the same approach for your team!
- Don’t Forget to “Walk the Talk” - In patient care, you should make sure your staff members “walk the talk,” and prioritize people over tasks. This can be accomplished by taking time to say a simple “Hello” or “Good morning” with eye contact and a smile. This small gesture helps both patients and their families feel more welcome, while simultaneously building a culture where patient care is always a priority.
- How Well Do You “Own It?” - The most amazing customer experience stems from companies that “own” a problem, even when it was not their fault. We’re sure you know that as an organization, there are a multitude of things that are not your problem, but the question is: should you still own it? Each time you and your staff members communicate with patients, make sure to truly listen to their concerns. If there’s a way for you to own a problem, take the opportunity. In the end, you’ll be ensuring that they leave with a positive impression, rather than having one incident sour their experience.
- Be the One They Can’t Live Without - We tend to become fully committed to the brands we love. The question you need to ask yourself is: Have your patients developed a bond like that with your facility? If someone else opened another facility closer to a patient’s house, would they switch out of convenience? Or would they still come to see you and your staff? When you establish excellent patient care, you also create loyal patients who simply can’t live without you.
At ImageFIRST New England, we believe that delivering an exceptional care experience and improving patient perception is the key to your success. We specialize in the outpatient medical market, giving you the knowledge and hands-on services you need so that you can focus on providing your patients with the best care. To learn more about patient care or how our products such as healthcare fitted bed sheets for your facility in NH or elsewhere in New England can benefit you, contact us at 1-800-932-7472.