Piedmont Health Care - Customer Care Training Video

Summary

In 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.