I think my wife hates me.

But only when I have my head stuck in this computer.

For the other 5 minutes a week I’d say we have a very robust relationship.

See the sacrifice I go through to get these healthcare training modules out?

Anyway. It’s not about ME.

It’s fun doing these modules. It gives me a buzz to see how many times these little PDF customer service training modules get downloaded and the personal emails I receive saying “thanks”.

Customer Service in Healthcare is definitely improving. I can feel it in my bones.

But changing service culture in a normally sterile environment can’t happen overnight.

Healthcare companies in the US are definitely getting the message. And as my last post mentioned, with the rise of social media, we service providers have little choice but to make change happen.

Module #4 in the Customer Service in Healthcare training series addresses the need to handle requests in a professional manner.

It’s funny. I read over the content and think it’s basic stuff. But it’s amazing how many professional healthcare workers have no idea how to hit the mark when it comes to basic customer service.

I imagine it’s because their focus has always been on clinical outcomes, not happy ‘guests’.

I’d love feedback. These are a labour of love – a work in progress. There’s 16 more to go. Will I make eeeeeeet?

Feedback is definitely welcome.

All the best in health and service!

Grant Muddle

Serious Title. Serious Mission. Seriously:)

If you didn't feel sick BEFORE you came here...well, chances are you will be now.

Why a patient-centered model of care should always be on the menu.

Forget the quality of the medical degree Dr. Jones has on her office wall.

It’s time to start thinking about the quality of food on top of your patient’s plates.

In the past, food and beverage services were no more than just an additional to the core operations of any healthcare establishment.

But with the rise of complete transparency in customer service in healthcare through social media channels it’s now even more important for Healthcare operations to take note of the food they serve up.

Why?

Choice.

Consumers now have an incredible array of choice in front of them. Food and beverage quality is now becoming a huge deciding factor on which healthcare establishment or hospital customers will choose to go to.

It’s now power to the patient, people.

Facebook and Twitter says so…as do the million other social media networks out there.

Imagine Mr. Shankar in bed #4B tweeting loud and clear, real time to the world… “Eeeeewwwwweew….there’s a foreign object of the pubic kind floating around in my oily looking pumpkin soup at the XYX Hospital in New York.”

Sorry about the pubic bit. But one needs to make strong examples to ensure you realise how hairy things can become when social media is involved.

Anywayssss….

I’ve been saying forever (and probably annoyingly so!) that customer service in healthcare, with the focus on a more patient-centered model of care, is at the crux of any healthcare operation going forward.

It means services that were traditionally classed as unimportant or not relative to the patient’s experience are now valuable indicators of a quality healthcare operation and therefore influence customer decisions and THEREFORE the bottom line of your healthcare business. (Now go yell that into the ears of the bean counters in your healthcare operation.)

Food and beverage services are now playing a big role in overall customer satisfaction.

So if you’ve been serving up slop, you better shape up.

Results from a recent survey shows things are promising for patients.

I recently took part in a Unidine survey of hospital executives. It was designed to provide a snapshot of how hospital dining and guest services are used to facilitate patient-centered care.

Topics covered in the survey fell into two main categories:

1. How are hospital dining services tied to patient-centered care strategies through reporting, metrics and accountability?
2. What elements of dining and guest service programs are used to align hospital services with a patient-centered philosophy of care?

To give the survey an objective perspective Unidine is a food and dining management service in the US serving aged care facilities, hospitals and businesses. They’re basically outsourced caterers that look after your food and beverage departments.

Here’s what they say about their business…

By bringing unparalleled food service management and culinary expertise seasoned professionals deliver a customized, quality dining experience, while maximizing operational and cost-efficiencies.

So, as they pitch themselves as “quality food management” gurus, obviously the survey and the resulting outcomes of same is written to encourage more healthcare providers to follow trend and increase the quality of their F&B by using Unidine.

Regardless of potential bias, the results are pretty promising for the outlook of patient-centered care models.

Here’s an excerpt of the Unidine survey outcomes…

The encouraging news is that adoption of the many programs associated with nutrition and dining programs in patient centered care is widespread. The patient centered programs related to nutrition and food that you are most likely to see (reported by at least three-quarters of the survey respondents) include:

• Nutritionists and dietitians are available to answer the questions of patients, family and friends.
• The nutritional or medical reasoning behind special dietary restrictions are clearly explained to patients.
• Meals in the cafe are made with fresh ingredients and healthy options are always available.
• Patients are offered choice in meals and menu items.
• Patients are visited by someone from dining services who explaind the meunu, ordering procedures and how to contact dining services with questions, needs or concerns.
• Menus and other informational materials are provided in primary languages of patients and families served by hospitals.

Within the next 12 months, the following programs will be added to the list of adoption by 75% or more of the survey respondents:

• Staff that provide services related to dining services and amenities have patient centered expectations included in their performance evaluations.
• Family and friends are offered opportunities to dine with patients in their rooms or in public/semi-private
• areas in the hospital.
• Family and friends are notified of available dining services and other amenities when they visit a patient.
• Nutritional information for all menu items is included on menus.
• Staff that take orders are trained or provided with information to respond to questions regarding nutrition
• and menu items.
• Hospital staff has access to nutritional information for food available at cafes and other venues in the
• hospital.
• The hospital offers training programs on nutrition and healthy eating to staff to promote health and wellness.

So all up it’s pretty exciting to see that customer service in healthcare is getting the attention it deserves. On this occasion a normally ancillary service – food and beverage – is being seen to play a major role in Hospital operations as part of a patient-centered model of care.

Excellent.

Grant Muddle

The Healthcare Warrior.

Serious Title. Serious Mission. Seriously:)

Check out the Customer Service in Healthcare Training Modules. They are FREEEEE. Module #4 is coming your way shortly.

Poor old bacon.

It gets a bad wrap.

Whether for religious or health reasons, we’re warned off it.

In fact, after watching the video below showing an example of recent KFC customer service in my home country of Australia, I’m now pretty sure there’s a chance it could kill you – and that’s not because of the cholesterol.

Watch the video – only 30 seconds – and then you’ll know what I’m talking about…

Our rights as Customer Service Providers.

Terrible jokes aside, this video raises our customer service provider rights as human beings when we’re serving the public. Customer service in Healthcare can be a thankless task at times.

Of course, how this KFC customer service employee reacted was wrong. Colonel Sanders would be rolling in his potato and gravy grave by now. I’m in no way condoning his behaviour.

But…

Personal opinion is (like many incensed people on You Tube commenting on the video) the woman filming provoked the KFC customer service worker simply through her request of bacon. She must have known it was a Halal KFC.

So what was her motivation? Why, when knowing the limitations of a customer service provider’s products, did she request something she knew would cause offense, and, in this case, wild rage of a young, and obviously religiously passionate employee?

It isn’t the first time a customer will piss a customer service employee off to no return. And it won’t be the last I’m sure.

Relating this example to customer service in healthcare, I’m sure all of us have had our fair share of unfair treatment from disgruntled patients – or simply patients wanting to take the mickey out of us for whatever sick joy it gives them. (Maybe that’s their true illness?)

As customer service professionals, how do we deal with this?

Well. It all comes done to quality training.

The importance of basic Customer Service Training and my fond memories of leaning against the chip fryer dreaming of my five star customer service future.

You might be surprised to know I used to work for KFC in my teenage years. Back in the days where the boys wore all white clothes and big white gum boots in the hot kitchens out the back and the girls wore the brown dresses with the red stripes and tie/scarf thingies around their necks.

Don’t laugh.

I cut my customer service teeth at KFC. I still fondly remember the customer service training video about why not to squeeze your zits in your lunch break and then return, hands unwashed, to complete the 7-10-7 chicken-rolling method.

In fact, it’s where I got all my basic grounding for customer service. True. I still have my “All Star Employee” badge. A proud day that was.

But there is one philosophy I learnt from Colonel Sanders that I question to this day.

That the “customer is always right”. I am soooooo over that mantra.

Because, to refer back to my headline….

What if they say “you must lick my feet until I neigh like a horse?”

Would you do it?

How would you react to such a request – especially if your world view and belief systems told you that you must never make anyone neigh like a horse?

I don’t mind licking feet, but, well, others might. (Hope my wife isn’ t reading this.)

Seriously though, without getting into a debate (religious or otherwise) about what transpired in that KFC shop in Sydney, how do we deal with unfair and difficult requests from our customers?

I’d love to hear some examples. I’m sure there are some beauties out there.

How did you deal with them without losing your cool like the customer service dude in this video?

Remember: The customer may always be right, but only when they are respecting you, your world view and your rights as a human being.

Cheers – and don’t forget to share below some of the curly situations you’ve had to deal with as a Healthcare industry service provider.

Grant Muddle

The Healthcare Warrior

Serious Title. Serious Mission. Seriously:)

P.S. The New Year has started with a bang and I’m still trying to keep up with everything. I’ll be posting another customer service training module soon that you can download for free. Make sure you share it with your friends. 2011 will be the year that customer service in the healthcare industry will raise to a new level. I can feel it in my Warrior bones.

Yo! Yo! Yo! A customer service training module just in time for Christmas.

Here it is…

Module#3 of the Healthcare Warrior Customer Service Training Series – Offering Service

It’s a FREE download.

All I ask is for you to USE it so healthcare service across the world improves. And don’t be shy – remember to tell me what you think of it in the comments section below.

You’ve now three training modules to use as a helpful tool to make a start on improving customer service in your Healthcare Industry business – or for any industry really.

Module#3 in the series focuses on appropriate ways to offer service in a healthcare setting.

Once again, it’s those simple service things that seem to get lost and forgotten about for some reason in our industry.

Using learner activities and chat points it touches on the importance of things like body language and the way in which we offer service.

All up, it takes just 20 minutes of training time – a small price to pay if you want to better your healthcare service – and your bottom line.

Set a training schedule and start the New Year with a customer service bang…and I guarantee you you’ll get more for your healthcare buck:)

On a “Christmassy” closing note…

Thanks so much for your feedback and comments in 2010. The Healthcare Warrior has been an idea of mine for eons and eons. It’s so exciting to see it gaining momentum after just 6 months.

Make sure you pound the corridors with me next year. I’ll still be pumping out helpful tips and FREE training manuals for you all to use. There’s 11 more modules to prepare PLUS some bonus stuff I’ve got planned.

Excellent.

A Merry Christmas and a Happy Customer Service Training Manual to YOU!

Cheerio,

Grant Muddle – Healthcare Warrior.

I came across an article and thought I’d share it here with you all.

It confirms exactly what I’ve been raving on about in this blog.

That is, if you increase healthcare services and amenities you’ll increase your bottom line.

Just by adding a bit of hotel-style luxury to a normally lack-lustre and depressing healthcare setting you can increase profits as a result.

Adopting this approach, a US Medical center increased their patient recommendations by 20%.

You can read about it here…

Link to an article about the benefits of adding quality service in a healthcare setting

See. It works. I’m not an idiot screaming about nothing after all

But imagine if it was the other way and the word of mouth ‘recommendations’ were negative? How much would that cost your business? Don’t forget to play with the “cost of poor service calculator” to show everyone in your organisation how damaging bad service is.

And oh – I’ll be rolling out Module 3 of the Healthcare Warrior’s service series in a few days and posting here for you to download – consider it a Christmas Present

Please use it. Because, when you add something as simple as better service you not only add quality care to those who need and deserve it the most, but you add to your bottom line. Isn’t it a shame for me to have to add a financial justification. Sadly, it’s always required when you want to make things better – I know, I’m a bean counter by trade

Grant Muddle – Healthcare Warrior

Serious title. Serious Mission. Seriously:)

More Stuff.

Download the FREE Customer Service in Healthcare Training Modules

You may not actually SAY those exact words but you don’t have to – your body language will say them for you.

If you don’t give a stuff, it’ll show – without you meaning it to.

So this is why an elementary lesson like “Greetings” has been added as an important module in the Healthcare Warrior training series.

Most people just don’t realise how important a professional, meaningful greeting is.

Quality healthcare service relies on it.

Imagine the scenario.

Maybe you’re a bit scared about an upcoming medical procedure.

It could be routine day surgery, but still, as you’ve been told a million times, ALL surgery has risks.

You walk into the hospital, trying to stay happy and positive. All is cool.

You get to the admissions desk and smile hopefully.

Hello? Hi? I’m here?

You try desperately to make eye contact with the staff behind the counter. But their behinds are so stuck to their chairs and their eyes are so glued to their computer screens they don’t notice you are even there.

Hello?

No acknowledgement. You start to wonder, if it’s as bad in the operating theater as it is at the front desk of this healthcare establishment, whether the surgeon will really give a S.H.I.T about you as you lie there out to it while they fix your bits.

Scary.

Maybe you should just walk out and go elsewhere? Could it be that easy to get what you want with another healthcare provider?

Nowadays, if you’re covered with private healthcare insurance, it’s easy to be choosey.

Good for you..but VERY bad for healthcare providers who don’t give a S.H.I.T. about service.

If you’re working for a healthcare provider that is a wee bit challenged when it comes to understanding the importance of service, feel free to use these downloadable service training manuals – they’re FREE!

Moral of these words which, due to the length of the post you could not call a story, is that a professional greeting counts…all the way to the bottom line.

Don’t forget to check out the training modules…they’re free!

Bye for now!

Grant Muddle – Healthcare Warrior.

Serious Title. Serious Mission.

NORMALLY $29.90 BUT YOU CAN HAVE IT FREE NOW….BUT NOT FOR LONG!

Yeah…I know what you’re asking, because my wife is asking me the same thing.

Why am I giving all my hard hours of work away for FREE?

Why wouldn’t I? I’m serious about changing the service levels in Healthcare. The more I share, the better it gets.

BUT Warriors need to be ‘politely’ pushy to win big service wars, so in return, here’s what I request YOU do….

1. Collate the amount of complaints you get monthly. Go to the big dudes who set the big budgets and show them your simple yet clever calculation using the Cost of Poor Service Calculator. Make them sweat over the big, scary figure down the bottom.

2. Explain to them that you can start to fix the damage with just a bit of service training using the Healthcare Warrior’s FREE Customer Service Training Module.

3. Show them the training manual normally costs $29.90 here BUT you’ve got in your hot little hands a FREE copy.

4. Ask them for a training budget and get going. Dooooo it.

Make up Healthcare Warrior certificates for all your attendees. Do whatever it takes to get people motivated about service in the Healthcare Industry.

Man…shame now. Things are getting pretty full on. If only I called myself the Healthcare “Ninja” – sounds far more feistier – I’ve always wanted to dress up in black tights and throw those metal stars around.

Cheers,

Grant Muddle

Healthcare Warrior – Serious Title. Serious Mission. Seriously:)

P.S. Here’s the link again…Healthcare Service Training Manual. I’ll spruce up Module#2 – “Greetings – The importance of a warm and professional welcome” and post it soon.

It’s been that long since this Warrior has posted anything, I’ve almost forgotten what I promised all of you (“all of you” is used with the presumption that OF COURSE the entire world is waiting to devour my next post…ahem).

It’s not for lack of want.

I’ve just been super-busy. And I’ve also been waiting for a graphic design friend in OZ to pretty up my training modules – I wanted to give you something really schmick – all for FREEEE. They’ll be ready mid-next week.

I’ll be publishing them as an e-book but you’ll be able to grab it here on the blog.

I’m not sure how I’ll post it but I’ll need to make sure there’s no tech stuff ups like the calculator.

Anyway, as promised eons ago, the battle to improve the quality of care continues with the release of the first training module.

Cool hey. I can hardly wait to see what you all think.

Next week…promise.

Grant Muddle – The Healthcare Warrior (that’s been a bit slack:))

People are loving the cost of poor service calculator. Seems like a lot of people want to show the powers that be how much money they are losing through poor service in the health care industry.

I’m hoping this incredibly simple, yet overlooked, calculation will change the minds of many big guns sitting in big chairs on hospital boards. Stingy bean counters beware – there’s now a cast of over 100 health care warriors armed with the “Cost of Poor Service” calculator. Customer Service in Healthcare is bound to improve:)

Excellent

I’ve been inundated with messages. Sorry to those who could not download it. The box.net widget I used had a bit of a meltdown I think. Â Either that, or the widget is only compatible with some browsers? It’s worked fine for most people. It’s great to see so many people wanting it.

If you’ve had trouble downloading it let me know – you can send me a personal email and I’ll get back to you as soon as I can – Email: Â grant.muddle@me.com

I’ll do my best to roll out my PPWR training modules soon.

In the meantime, remember this quote by a good friend of mine called Anonymous.

Cheers,

Grant Muddle – Healthcare Warrior

Serious Title. Serious Mission. Seriously:)

My trusty “Cost of Poor Service” calculator. You can download and share it here.

I’ve dusted it off a bit just to make sure it was at least presentable before I gave it to you.

It’s a gift after all.

Looking at it today, I can’t believe how simple the calculations are.

Yet how hard is it to persuade those holding the purse strings in hospitals to cough up a few funds to improve service levels.

I’m hoping you’ll use it to state your case – to bring about real change in hospitals.

Once you’ve proven how many $$$$$ are being lost through poor service, and you’ve finally been given a budget to play with, you can then get into the nitty gritty.

The stuff that makes a difference – like Service Training.

I’ve done heaps of it.

Here’s a couple of acronyms to get you interested…

PPWR. AQUA. HEAT.

They’re the names of some training modules I’ve created for improving quality service in hospitals.

They really work.

I’ll roll them out over the next few weeks.

In the meantime, get stuck into Hospital Management and show them the financial damage they’re responsible for if they think service isn’t important to the healthcare industry.

Cheers!

Grant Muddle

Healthcare Warrior

Serious Title. Serious Mission. Seriously:)