Piedmont Health Care - Customer Care Training Video

Thomas Henderson

10 Jun 201918:54

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

00:00

💼 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.

05:00

🤒 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.

10:11

🩺 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.

15:14

👨‍⚕️ 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

Customer service refers to the assistance and care provided to customers during their interaction with a company. In the context of the video, it is described as a crucial element in healthcare, particularly in how patients are treated when they enter Piedmont Healthcare's facilities. The speaker emphasizes that customer service sets their organization apart from others, much like how Chick-fil-A excels in customer experience in the fast food industry.

💡Healthcare Industry

The healthcare industry encompasses all services related to the treatment of patients. In the video, Jeff Smith, the CEO, highlights the importance of not just delivering quality medical care but also providing an exceptional customer service experience in healthcare. He draws a comparison between healthcare and fast food, suggesting that while medical care is expected to be of high quality, the true differentiator is how patients are treated personally.

💡Patient Experience

Patient experience refers to the overall experience a patient has with a healthcare provider, from initial contact to treatment and follow-up. In the video, this concept is stressed as a critical factor in differentiating Piedmont Healthcare from other organizations. It includes how staff greet patients, answer phones, and address concerns. The video illustrates both poor and excellent examples of patient experiences, showing the impact of customer service on patient satisfaction.

💡Chick-fil-A

Chick-fil-A is a popular fast-food chain known for its exemplary customer service. The CEO uses Chick-fil-A as an analogy to explain how Piedmont Healthcare aims to provide the best possible customer service, comparing the high standards of fast food service to what is expected in healthcare. The comparison is used to emphasize that great service is crucial in healthcare settings, just as it is in fast food.

💡Nurse Practitioner

A nurse practitioner (NP) is a healthcare professional who can diagnose and treat patients, often working alongside physicians. In the video, the option of seeing a nurse practitioner, Lauren Brennan, is presented as a solution for patients when a doctor is unavailable. This shows how healthcare organizations utilize nurse practitioners to maintain efficiency while ensuring patients receive timely care.

💡Appointment Scheduling

Appointment scheduling refers to the process of setting up a time for patients to meet with healthcare providers. The video illustrates several scenarios where patients attempt to schedule or reschedule appointments, showing both good and poor examples of customer service. Issues like doctor availability, patient urgency, and staff responsiveness are all tied to how well appointments are managed.

💡Strict Late Policy

A strict late policy refers to the rules governing how late a patient can be for their appointment before it is rescheduled. The video shows instances where patients arrive late due to unforeseen circumstances, and the healthcare staff must enforce the policy. While some staff members strictly adhere to the policy, others are more flexible and find ways to accommodate the patient's needs, demonstrating how customer service can affect the patient experience.

💡Urgent Care

Urgent care refers to medical care provided for conditions that require immediate attention but are not severe enough for the emergency room. In the video, a patient is directed to urgent care when an appointment with their regular doctor is unavailable. This highlights the healthcare system's reliance on urgent care centers as a backup option when primary care providers are fully booked.

💡Communication

Communication in the context of this video involves the interactions between healthcare staff and patients. Effective communication is critical for understanding patient needs, explaining medical procedures, and setting expectations. The video shows both poor and effective communication scenarios, such as rushed conversations and empathetic dialogues, which greatly influence the overall patient experience.

💡Medical Testing

Medical testing involves diagnostic procedures such as blood tests, x-rays, and scans that help in diagnosing a patient's condition. The video illustrates this through an example where a doctor decides to run several tests on a patient to understand their symptoms. It also shows how clear communication about these tests and their results is an essential part of patient care.

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.