Piedmont Health Care - Customer Care Training Video
Summary
TLDRIn this video, Jeff Smith, the CEO of Piedmont Healthcare, emphasizes the importance of customer service in healthcare, likening it to the excellent service found at Chick-fil-A. He believes that while patients expect high-quality medical care, what truly sets healthcare providers apart is how they treat patients and each other. Through multiple customer service scenarios, the video highlights how attentive and compassionate interactions can enhance patient experiences, even in difficult situations. Jeff encourages employees to join him in delivering exceptional service to make a difference in patients' lives.
Takeaways
- 😀 Customer service is a top priority at Piedmont Healthcare, and it's essential in how patients and employees are treated.
- 💡 The CEO emphasizes a desire to be 'the Chick-fil-A of Medicine,' aiming for a customer service model that stands out in the healthcare industry.
- 😊 Patients expect high-quality medical care, but what truly differentiates healthcare providers is the way they interact with patients, including greetings, phone manners, and clinical care.
- 🤝 The CEO encourages all staff to join in the mission of providing exceptional customer service and improving the patient experience.
- 📞 Examples of poor customer service, such as unhelpful responses and lack of empathy from staff, are highlighted as what not to do.
- 🙋♂️ Positive customer service includes offering alternatives when a doctor is unavailable and showing empathy towards patients' concerns.
- ⌛ Timeliness and flexibility are important; although the clinic has strict policies, some staff members offer solutions when patients are late.
- 🤲 Empathy in face-to-face interactions, such as offering comfort items or showing concern for patient well-being, is emphasized as crucial.
- 💊 Staff members should clearly communicate treatment plans, potential waiting times, and steps for next care actions to keep patients informed.
- 🎉 The video ends with a motivational message from the CEO, welcoming employees to the Piedmont Healthcare family and encouraging them to live by the values of excellent customer service.
Q & A
Who is the speaker at the beginning of the script?
-The speaker is Jeff Smith, the CEO of Piedmont Healthcare.
What does Jeff Smith emphasize as the most important aspect of healthcare?
-Jeff Smith emphasizes the importance of customer service in healthcare, stating it is critical in the way patients and employees are treated.
Why does Jeff Smith compare Piedmont Healthcare to Chick-fil-A?
-Jeff Smith compares Piedmont Healthcare to Chick-fil-A because he believes that Chick-fil-A has figured out how to provide excellent customer service, and he wants Piedmont Healthcare to achieve the same in the medical field.
How does the speaker suggest patients judge healthcare quality?
-Patients often assume that the quality of medical care is high, but they judge healthcare providers based on how they are treated by staff, including interactions like answering phone calls, greeting them, and providing care.
What issue arises when a patient calls to make an appointment with Dr. Patel?
-The patient is told that Dr. Patel is unavailable because his schedule is full, and he has to attend a meeting in the afternoon.
How does the conversation differ when the patient is offered an appointment with a nurse practitioner?
-The patient is politely offered an appointment with Dr. Patel’s nurse practitioner, who is described as competent and trusted by Dr. Patel, which leads the patient to agree to the appointment.
What is the problem when the patient arrives late to the appointment?
-The patient is more than 15 minutes late, and despite explaining there was an accident, they are told the appointment must be rescheduled due to a strict late policy.
How does the response change when another staff member is approached about the patient being late?
-When a different staff member is approached, they offer to get the patient in despite being late, but mention there may be a wait. They also offer an option to see another provider if preferred.
What happens during the clinical examination of the patient?
-During the clinical examination, the doctor considers ordering blood tests and scans due to the patient’s symptoms, and advises the patient not to eat or drink anything until further tests are completed.
What does Jeff Smith reiterate at the end of the video?
-Jeff Smith reiterates the importance of customer service and how treating people well, both patients and fellow employees, sets Piedmont Healthcare apart from other healthcare providers.
Outlines
💼 Welcome to Piedmont Healthcare
Jeff Smith, the CEO of Piedmont Healthcare, welcomes viewers to discuss the importance of customer service in the healthcare industry. He emphasizes how crucial it is to provide exceptional care to patients and employees alike, comparing the ideal healthcare experience to Chick-fil-A's renowned customer service. While high-quality medical care is expected, it's the way patients are treated that truly differentiates healthcare organizations. He encourages all staff to join him in making Piedmont Healthcare the best at patient care.
🤒 A Frustrating Customer Experience
A patient, Laura Lemon, calls to schedule an appointment with Dr. Patel but faces a dismissive and unhelpful receptionist. Despite being very ill, the receptionist tells Laura that Dr. Patel is unavailable and suggests going to the emergency room. The interaction is an example of poor customer service, with a lack of empathy and support, causing frustration for the patient seeking medical help.
🩺 Improved Appointment Scheduling Experience
In contrast to the previous encounter, Laura successfully schedules an appointment with Dr. Patel's nurse practitioner after speaking with a more helpful receptionist. The receptionist takes her details, offers an alternative provider, and reassures Laura that the nurse practitioner is trusted by Dr. Patel. This scene highlights a more supportive and efficient approach to patient care and scheduling.
👨⚕️ Tense Moments at the Appointment
Upon arriving at the clinic, Laura and her husband experience a range of responses from the staff. Initially, they are met with bureaucratic obstacles due to being slightly late for the appointment. However, persistence pays off as they finally see a doctor after interacting with empathetic staff members. The clinical team discusses her symptoms, advises on next steps, and reassures the couple, providing a contrast between indifferent and considerate service.
🩹 Blood Tests and Next Steps
The medical team proceeds with Laura’s care, conducting tests and outlining the procedures, including x-rays and blood tests. The staff, especially the nurse Shaniqua, provides compassionate care during the testing process, ensuring Laura feels comfortable despite her anxiety. This scene underscores the importance of clear communication and patient reassurance in medical procedures.
🏥 Dr. Patel’s Diagnosis and Recommendations
Dr. Patel examines Laura and orders further tests to diagnose her condition. He explains the process in detail, ensuring that Laura and her husband understand the steps and the reasoning behind them. The doctor’s thorough approach to diagnosis and patient care highlights the high level of medical attention provided, contrasted by the earlier challenges in accessing care.
🏨 Final Words from the CEO
The video concludes with Jeff Smith, now changed in appearance, reiterating the significance of excellent customer service at Piedmont Healthcare. He reflects on the lessons from the video and emphasizes the importance of treating both patients and employees with respect and care. He encourages staff to take pride in their work and continually strive for excellence in healthcare service.
Mindmap
Keywords
💡Customer Service
💡Healthcare Industry
💡Patient Experience
💡Chick-fil-A
💡Nurse Practitioner
💡Appointment Scheduling
💡Strict Late Policy
💡Urgent Care
💡Communication
💡Medical Testing
Highlights
Introduction by Jeff Smith, CEO of Piedmont Healthcare, emphasizing the importance of customer service in healthcare.
Jeff Smith compares Piedmont Healthcare’s goal to that of Chick-fil-A in providing excellent service, making a parallel between fast food and healthcare experiences.
Smith states that while high-quality medical care is expected, the key differentiator is how patients are treated, from answering phones to personal interactions.
Focus on the non-clinical aspect of patient care, highlighting the importance of making patients feel valued and cared for.
Commitment from leadership to elevate the customer service experience in all areas of Piedmont Healthcare.
The first customer service call shows an ineffective interaction where the patient is dismissed and offered no helpful solutions, highlighting poor customer service.
Contrast between the first and second call interactions: the second call is handled with more empathy and offers an alternative appointment with a nurse practitioner.
Receptionist offers to prepare a vomit container, showing attentiveness to patient needs and improving the overall experience.
Strict enforcement of the late policy in the second scenario, where the patient is denied care, contrasting with the more flexible approach in the third scenario.
The third interaction shows a willingness to work around scheduling issues, offering alternatives like seeing a nurse practitioner or waiting for Dr. Patel.
Acknowledgment by healthcare staff about the patient's concerns, making them feel heard and providing solutions for immediate care.
Demonstration of proper communication skills by a medical assistant during patient intake, taking the patient's history and explaining the next steps.
Clear, compassionate explanation by Dr. Patel about the patient’s condition, outlining the plan for further tests and what to expect during their visit.
Reinforcement of the organization's mission to improve patient experience through personalized care, even in stressful situations.
Closing message from Jeff Smith re-emphasizes the importance of customer service, reflecting Piedmont Healthcare's dedication to creating a better patient experience.
Transcripts
[Music]
[Music]
hello my name is Jeff Smith and I'm the
CEO here at Piedmont healthcare and I
like to welcome you we're here today to
talk about customer service and how
important customer service is to us in
the healthcare industry I don't think
there's anything more important that we
do when it comes to taking care of the
folks that enter our door customer
service is something that is paramount
in the way that we care for patients and
the way that we care for fellow
employees I always like to tell the
people here that I want to be the
chick-fil-a of Medicine because I think
chick-fil-a has figured it out
and if you think about a fast-food
experience it's probably the best
experience that you've ever had when it
comes to buying fast food
I don't think medicine is any different
most of people who come through the door
expect that medicine the actual delivery
of medicine is going to be high quality
but they really can judge us on is the
way that people the way that people here
treat them the way we answer the phone
with the way we greet them when they
come through the door the way the
clinical staff takes care of them those
are the things that truly separate us
from other organizations that's where we
can make a difference I'm not a clinical
person I know that we deliver high
quality medicine I know that we can do
better when it comes to taking care of
the folks outside of that clinical world
and that's where we have to excel that's
where we have to be different my
expectation of you is you're going to
join me in that mission you're going to
help me be better you're gonna help me
be the best because that's what we want
to be here at Piedmont healthcare so
join me I'm excited to be here I hope
you're excited to be here and I welcome
you to the Piedmont healthcare family
thank you
Piedmont healthcare hole please yes can
I help you yes I need to make my mo with
dr. Patel I've been up all night
coughing and I'm running a fever now can
you hold on okay now what did you want
I'm I need to make it in fight mode dr.
Patel up and up all night coughing I'm
running a fever now and I have body
aches dr. Patel doesn't have anything
today hello
yes can I get an appointment I'm really
sick today I don't have any openings
today unless somebody cancels whoa what
would you suggest that I do oh I'm not
sure we just don't have anything and dr.
Patel has to be out for a meeting at
2:00 today some kind of meeting an
administration who knows between you and
me he didn't tell us till this morning
he does that sort of thing all the time
is there anyone else that I can say I'm
really sick today no one has anything we
off the bowl it's just not a date day
here today you can always go to the
emergency room all right thanks
no problem have a great day
[Music]
thank you for choosing Piedmont help
Karen Thomas and this is Leslie how may
I help you I need to make an appointment
with dr. Patel please certainly may I
have your date of birth than your names
so I can pull up your chart and what is
it that you need to be seen for my name
is Laura lemon my date of birth is 626
Titu and I've been up all night coughing
my body aches and now I'm running a
fever
would you be willing to see Lauren
Brennan dr. patel's nurse practitioner I
can schedule an appointment for today at
11:15 is she an ego yes dr. Patel has
complete confidence in her and trust her
with his patience and I'm sure that if
Lauren has any questions she will
consult with dr. Patel I'll be happy to
put you down for that he live with 15
today
okay well that will get me in so go
ahead and schedule okay
Laura Lauren will be happy to see you we
look forward to seeing you today at
11:15 okay thank you you're welcome
bye-bye
what are you here for my wife has an
appointment she's running a temperature
pink often now she started throwing up
what is her name
Laura lemon do you have insurance
we do man get the card if you'll just
have a seat over there they'll get you
I could often even how can I help you hi
we're here for an appointment my wife
has been running the temperature
coughing and now she's started throwing
off oh I'm so sorry to hear that ma'am
may I have your name please
okay and do you have insurance card and
driver's license for me sir
thank you thank you so much if you
wouldn't mind moving her over there for
me and having a seat and they'll be with
you shortly now is there anything that I
can get for you maybe an emphasis
container just in case there you go
thank you you're welcome
I'm sorry we're late for our appointment
but my wife's sick and has an
appointment you're more than 15 minutes
late for the appointment so we're gonna
have to reschedule it I'm sorry there
was an accident down the road we're just
a few minutes late and she's really sick
we need to see a doctor none of my
providers have any availability so
unfortunately the next available
appointment is tomorrow at 3:30
Hey there was an accident down the road
and we're a little bit late I understand
you have a 15 minute policy but we are
always on top for our appointments my
wife's really sick we need to see a
doctor well unfortunately we have a very
strict late policy and due to our
doctors very busy schedule today we're
not going to be able to see so we'll
have to reschedule to the next available
time slot my wife is very sick
you have three providers here come on
somebody can see here well unfortunately
right now they're all full and they're
very very busy so wanting to reschedule
to the next available time slot we've
got tomorrow and just just don't worry
about it we'll go to the urgent care and
then we'll find a new doctor okay
well if you change your mind just let us
know hi we're a little late my wife yes
I see that you're about 15 minutes late
for your appointment and we can still
get you in with dr. Patel but there may
be a bit of a wait you should have been
here 30 minutes ago
I'm really sorry there was an accident
just down the street my wife's really
sick we need to see somebody right away
absolutely let me see if I can get her
things
yes sometimes now the manager how can I
help you hey Janelle we're a little late
because of the accident just down the
street my boys is really sick we really
need to be seen right away
absolutely I understand I'm so sorry
that she's so sick yeah unfortunately
right now dr. patel's schedule is very
very full we can get her in right away
if you don't want to wait with either
one of the nurse practitioners or the
PAS or if you don't mind waiting to see
dr. Patel we'll be glad to get you back
as soon as possible it's up to you okay
we'll just wait on our patel okay that
sounds good and we'll get you back as
soon as we possibly can okay okay great
thank you
I don't one second somebody did not
clean this euro let me clean this room
okay
all right so what's the problem today
okay do you take any medicines yes I
take two more times four to six times a
day for batching
I don't see me helping their stomach oh
do you really take that much pain
medicine yes all right so it looks like
the doctor may want to order some catch
pan in some labs and last take a really
long time so you're probably going to be
here for a while
no you cannot have anything to eat or
drink
you're a PA hello my name is you think
I'm gonna be your CMA I'm gonna take
care of you okay right this way
take your time we're not going that
forward hey you guys can have a seat
right in here for me and if you want
mine just go ahead and have a seat on
the bed for me okay so I understand that
you've been having a favor just gonna
coffee and have a smoke on them cramping
and vomiting is that correct yes I'm so
sorry to hear it did you take any
medications including pain medications I
take two more times every four to six
hours for gravity
okay but it doesn't speak me helping my
stomach okay okay so let me confirm you
do take two lortab to every four to six
hours as needed for back pain is that
correct yes okay okay so the doctor
might want to do some additional testing
is that gonna be all right okay so based
upon your system symptoms we don't want
you to drink or eat
anything just in case he wants to do
some tackles to stay in so let's wait
and see what dr. Patel words first okay
all right guys do you need anything all
right if you want anything okay you're
welcome so what's going on today okay
I'd like to take a look at your stomach
okay so I'm gonna get your lay down flat
and I just expose the stomach and then
will you
okay I've checked you out and you know
what's going wrong I think we'll run
some tests and some x-rays only Kelly
welcome to charli's family medicine my
name is dr. Patel you seen you for a
while so tell me where the pain is show
me show me your finger pointed out to
say and does it travel anywhere and what
sort of things is it affecting your
appetite your diarrhea you've been
vomiting how many times do vomited three
times last night are you passing wind
anything unusual in webcourses and
anyone on the family in sick at all -
just you and what have you taken to help
you move this
nothing right now okay then who's this
good-looking fella here okay what I'd
like to do is take a look to examine
here so we can lie you down flat and
just cover you up so the nurse will come
assist me with that and then once we've
done that we can I have a better idea
what we need to do next will step out
while you do this mm Oh we'll come back
and do that okay Kenny now we have a
chance to examine you I do think that
something's going on in your belly which
may be which we need to look into a
little bit more detail okay which means
we may have run a few blood tests and
perhaps do a couple x-rays okay and
scans we can take care of all of this
today Oh your lab here we'll get the
scans done this afternoon and as soon as
the results of food they'll call me and
I'll speak to you directly just in case
we need to do the next step now does
that make sense
sure okay in the interim I don't want
you need to drink anything until you
have any questions okay thanks are you
Laura Lana yes all right and I'm really
nervous about getting this done okay
put your arm up a for me turn it on I
cannot wait to get out of here I'm
starving do you know in the results I
don't
are you Laura lemon yes okay and I'm
really nervous about getting this done
okay well I'm gonna take good care of
you my name is Shaniqua and I'm gonna
join the lads could you tell me your
date of birth for me 622 62 okay got the
right person all right if you'll just um
put your arm here for me this arm okay
yes okay all right right now I'm just
cleaning the area I'm gonna be sticking
okay you're gonna feel a big stick okay
one two three sauce big try to relax for
me take some deep breaths you're doing
great we're almost finished thank you so
much for talking me just get you a
band-aid here all right we will get this
sent to this lab and once we get your
results back on we'll get them as soon
as possible and I hope you feel better
okay
Thank You IRA you have a good day
you need an appointment in three months
March 7th at 3 p.m. I'm gonna be out of
town that way March 11 at 10 I have an
appointment in the morning can we do the
12 to 3 okay here's your card hi you
ready to check out all right do you have
your encounter ticket
thank you all right it looks like dr.
Patel would like to see you back in one
month is there a certain day or time
that works better for you I am traveling
a lot and have several meetings yes with
3 p.m. work for you
wonderful here's your reminder card if
you have any questions or need to
reschedule please give her office a call
ok thanks so much have a great day bye
bye so back to me and you probably
noticed I've changed my clothes and I've
gotten a haircut because you've been
away for a while but I hope you enjoy
the video more importantly I hope you
learn something from the video this is
what sets us apart this is what is so
important to us day in and day out it's
how we treat people it's how we treat
each other others how we treat our
patients it's really what sets us apart
from the health care in this area we
believe it we live it and I hope you do
too if you're ever bored you want to
watch the video again I invite you to do
so there's always great lessons to learn
there I appreciate all the people that
took the time and effort to put this
together I hope you enjoyed it but more
importantly I hope you enjoyed working
for Piedmont healthcare welcome to the
company have a great day
[Music]
[Music]
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