Hospitals try to deliver the best health outcomes. But many also aim to provide high levels of customer service, and they're falling short. They need a culture change.
Hospitals try to deliver the best health outcomes. That's a given. But many also aim to deliver high levels of customer service. On that latter goal, healthcare systems are falling short. Here's why: Truly improving service demands a culture that intentionally champions a focus on the patient.
Managers must be equipped to drive employee engagement in their departments.
What healthcare systems urgently need are clear intentions and strategies at the leadership level. These will determine whether a service mindset can exist within a hospital. What's more, getting employees engaged and connected to this mission will ultimately determine whether they live out that mindset each day.
Gallup has found that a service-centered culture requires:a committed leadership team that champions a philosophy that is aligned with serviceemployee commitment to providing outstanding service and qualitythe strategic alignment of the organization's plan, policies, and procedures with the goal of being service-focusedan established process to document and disseminate organizational knowledge and efficienciesan ongoing commitment to improving performance and using proven tactics