As I just got done finished reading the column in Businessweek with the title of this post, I received the following link from Hilary Worthen, MD, about the value of good customer service:
These ideas must be on the minds of a lot of people these days, as Jack and Suzy Welch also wrote about it in their column “The Importance of Being Sticky.”
The best companies understand that a relationship of trust and engagement pays off handsomely, and this includes empowering staff closest to customers with abilities to correct errors and manage inconveniences.
Think about the analogies we use in health care without even thinking about it….
I recently had the experience of an editor doing a really great job improving an article I am writing for a peer-reviewed publication. One of the suggested edits, though, started with the sentence, “Armed with information, the doctor can….” They gladly accepted my re-edit and commentary that we are not war with our patients, we are at peace with them.
What is our view of human nature within the health care system and should we change it?