Imagine you’ve had to go to the hospital because you’ve broken your arm. In agony, you get dropped off at the emergency department and head inside. As you approach the desk, the overworked staff are rude, dismissive and inattentive.
You’re already in a crisis of your own, cradling your broken arm, and the staff simply don’t seem interested in making sure you are going to be okay.
It’s not their fault, though. Run off their feet, unsupported, without access to the things they need to help the never-ending waves of patients crashing towards them, they are simply frustrated. In this situation, everyone would eventually snap.
What that reality has led to is you cradling your arm in pain, whilst the staff are unable or unwilling to move you speedily towards the treatment you need.
Now let’s imagine the same scenario, except the staff have access to all of the tools, the flexibility in the services to make changes, and the authority to take control of the outcomes in their stead.
When you’re happily greeted at the emergency department, you’re swiftly assessed, sympathised with, and treated in the manner in which you want and deserve.
Which situation would you rather experience?
You are not alone—EVERY patient wants the good experience and not the bad one. And to build these fantastic experiences throughout your organisation is easier than you might think.
To better understand what might be leaving your staff frustrated or unprepared and leading to poor patient experiences, reach out to us. We can help you map out an improvement strategy that targets your problems directly and generates the best experiences for your patients, clients, partners, and staff.
