tag:blogger.com,1999:blog-71403150985011703842024-02-20T00:27:03.841-08:00Emergency Medicine/Breaking down the MatrixImproving Quality,
Improving Flow,Improving Patient Satisfaction,
Increasing job SatisfactionDabeethttp://www.blogger.com/profile/09273892446368145207noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-7140315098501170384.post-35692823198726101762010-06-21T18:36:00.000-07:002010-06-30T06:03:44.566-07:00The "D" Word<span class="Apple-style-span" style="color:#3366ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Disney World ! I said it. I am sure that someone in their infinite wisdom at your hospital administrative level has mentioned Disney World and their wonderful Customer Service successes. I am confident that most of you have heard the "D WORD" story or speech and it probably caused some frustration. Can you compare the wonderful world of Mickey Mouse to Emergency Medicine? The answer is simply NO! However, There is a valuable point I want to share with you.</span></span></span> <div><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="color:#3366ff;"></span></span></span><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Fred Lee,hospital administrator, left his job and worked at Disney to see how they handled customer service. What came of it was a book: I</span></span><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">f Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently. </span></span><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">You may have read it, someone in an upper management position at your facility definitely has. It is a very well written synopsis of Disney's strategies to achieve superior service. What can we learn from the Pixie Dust?</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><i></i></span></span><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">"THE PATIENT EXPERIENCE", your hospital probably describes its' Customer Service Initiatives this way.</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><i></i></span></span><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Has anyone told you why?</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><i></i></span></span><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">In my opinion its is the most valuable concept to bring back to Healthcare. The Disney Concept created by Walt Disney.</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><i></i></span></span><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">As the story goes, Walt Disney was at an amusement park with his family and he was sickened by the broken down rides, bad food and well less say; less than trained ride attendants. I mean you get the idea right , the traveling carnival that shows up in your town once a year. It inspired Walt Disney to create an entire "Experience" when you entered his "world". Disney World is an entire experience of fun, from the moment you start driving to the park , the grass is greener ,the signs are bigger. I mean when you are in the parking lot , the music is playing, characters are jumping around; "whee this is fun!!!!" your in the parking lot for the love of GOD! He created an experience from the time you entered the park to the time you left. The person that took your ticket from the gate as you pulled in, to the last person that showed you where to leave----- he created an experience </span></span></span></i></span><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">of <em><strong>Fun</strong></em>. Every employee added or subtracted from that experience. Walt, wasn't out there offering great customer service 24/7, his employees were and still are.</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">This concept is what I am asking you to embrace, it is no different in Healthcare but </span></span></span><b><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">it is</span></span></span></b><span class="Apple-style-span" style="FONT-STYLE: normal"><b><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"> more important. </span></span></b><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Healthcare is an experience of </span></span><b><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">HEALING</span></span></b><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">. People are coming to your healthcare institution in a time of need . Do we offer the same Experience?</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">If you were a patient.... and from the moment you arrived at your hospital, sick and in need of healing and evey single person you came in contact was dedicated to achieving the greatest amount of pride and success in making you well again , how great would it be?</span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><i></i></span></span><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></i></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255)"><i><span class="Apple-style-span" style="FONT-STYLE: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">You may say its impossible, and where you work it may very well be -----why is it Impossible? because of the B Team Employees. </span></span></span></i></span></div><div><span class="Apple-style-span" style="font-family:'times new roman';color:#3366ff;"><span class="Apple-style-span" style="font-size:medium;"></span></span></div><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255);font-family:verdana, arial, helvetica, sans-serif;font-size:96;"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><i></i><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255);font-family:verdana, arial, helvetica, sans-serif;font-size:96;"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><i></i><div></div><div><span class="Apple-style-span" style="COLOR: rgb(51,102,255);font-family:verdana, arial, helvetica, sans-serif;font-size:96;"><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><span class="Apple-style-span" style="FONT-STYLE: normal"></span></span></span></i></span></div><i></i><div></div>Dabeethttp://www.blogger.com/profile/09273892446368145207noreply@blogger.com0tag:blogger.com,1999:blog-7140315098501170384.post-48099785975039776242010-06-21T16:40:00.000-07:002010-06-30T06:04:09.531-07:00ACLS / Acute Customer Life Support<span class="Apple-style-span" style="color:#3366FF;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Welcome everyone to A</span></span><b><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">c</span></span></i><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">ls-- ACUTE</span></span><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"> CUSTOMER </span></span></i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">LIFE SUPPORT</span></span></span></b></span><div><span class="Apple-style-span" style="color:#3366FF;"><b><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">The pun is intended. I know that many of you have spent half their lives training in healthcare: ACLS, BLS and PALS to name a few. You have spent hours on clinical units improving your skills through practice. Take a look at your loans to see how much schooling you have been through.</span></span></span></b></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><b><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></b></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><b><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Where is the customer service training? It is a part of healthcare isn't it? </span></span></span></b></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><b><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></b></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><b><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Exactly, we received </span></span><b><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">none</span></span></i></b><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">, or maybe if you want to call the in hospital mandatory meeting that your patient representative department made you attend, or the "be nice or else" speech you have heard from your managers. Customer service in your hospital could be giving out newspapers and garbage like that. These things lead to one thing :FAILED CUSTOMER SERVICE INITIATIVES. </span></span></span></b></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><b><span class="Apple-style-span" style="font-weight: normal;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">I told you in post number </span></span></span></b></span><span class="Apple-style-span" style=" line-height: 19px; "><a href="http://realedmedicine.blogspot.com/2010/06/breaking-down-matrix-part-i-in-series.html"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Breaking Down the Matrix Part I in a series</span></span></a></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Please leave all you know about costumer service behind you. Free yourself from scripting and and the nonsense that your hospital has told you. What do they know about taking care of patients in an ED? Most of them have not seen a patient in 20 years. I will start to give you the tools you need to have great customer service skills and increase your job satisfaction. </span></span></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">I know you are saying, "I should have taken the "Blue Pill"</span></span></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"> First: I must go into the "D" word before we continue.</span></span></span></div><div><span class="Apple-style-span" style="color:#3366FF;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><br /></div><div><br /></div><div><br /></div><div><br /></div>Dabeethttp://www.blogger.com/profile/09273892446368145207noreply@blogger.com3tag:blogger.com,1999:blog-7140315098501170384.post-23809402089019997302010-06-21T16:01:00.000-07:002010-06-30T06:02:46.908-07:00Clinical Quality vs. Patient Satisfaction?<span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">I know your thinking that clinical quality is all that should matter in healthcare. The most amazing thing is that you are right. Patients come to an Emergency Department with an understanding that you will make the right diagnosis. You go to bed every night thinking about your clinical decisions </span></span></span><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">and work very hard on your clinical acumen to be a great health care professional. Your patients and Chairman expect that from you. Is it good enough to be average in healthcare? Average means some of the time you are making poor decisions which may cause injury to patients. Medicine is a constant strive for perfection, even though we can't obtain it, it is the goal of every healthcare institution.</span></span></span> <div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span><div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Is this any different in other industries that pertain to life and death? When you get on an airline for your next medical conference and it is in Las Vegas, Do you expect to land in Idaho? You </span></span><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">expect</span></span></i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"> to arrive in Las Vegas, God forbid not on time; that competence is a given.</span></span></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Would that airline ever get another consumer again if it couldn't deliver that?</span></span></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">On that same flight, what made you satisfied?</span></span></span> <div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">How you were treated?</span></span></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">W</span></span></span><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">ere you treated with respect?</span></span></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Were your questions answered?</span></span></span></div><div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Were you made comfortable?</span></span></span> <div><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">If you answered no to these questions,would you Recommend that airline to someone else? </span></span></span></div></div></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">There is no difference between Clinical Quality and Customer Quality anymore in healthcare. That boat sailed long ago, forget crying about it and let me teach you how to succeed in it. </span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Your CEO believes in it , your Chairman believes in it. Your job may depend on it.</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Well at least I hope managers in your institution care , because really </span></span><b><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Customer Service makes your job easier.</span></span></i></b></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">If you work in a place that doesn't care about patient satisfaction than you are saying you don't care about :</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Alignment of resources</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Streamlined and proven Processes</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Accountability of people.</span></span></span></div></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Are you fighting all day with your patients?</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">I</span></span></span><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">f so.... keep reading</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><br /></span></div>Dabeethttp://www.blogger.com/profile/09273892446368145207noreply@blogger.com0tag:blogger.com,1999:blog-7140315098501170384.post-55509308839761669982010-06-20T09:37:00.000-07:002010-06-30T06:02:31.159-07:00Breaking Down the Matrix Part I in a series<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="http://valentine2.files.wordpress.com/2009/12/redblue_pill.jpg"><img style="DISPLAY: block; MARGIN: 0px auto 10px; WIDTH: 480px; CURSOR: hand; HEIGHT: 360px; TEXT-ALIGN: center" alt="" src="http://valentine2.files.wordpress.com/2009/12/redblue_pill.jpg" border="0" /></a><span class="Apple-style-span" style="color:#3333ff;"><b><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Did you take the RED PILL</span></span></i><span class="Apple-style-span" style="FONT-WEIGHT: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">?</span></span></span></b></span> <div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Hello, I am so glad that you stopped to read a real blog to help Emergency Department Clinicians to deal with the the everyday life in a busy Emergency Department. Keeping your patients alive, making emergent medical decisions, LWOBE, CMS protocols, and every other parameter and data point your managers and hospital has asked you to do. But I left out the one that has caused the most trouble and controversy...WE HAVE TO BE NICE TO OUR PATIENTS TOO???--- Customer Service Initiatives. </span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><b><i><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">I will show you that Good customer Service makes your Job easier. </span></span></i><span class="Apple-style-span" style="FONT-WEIGHT: normal"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Yes , you read that right, It will make your job easier.</span></span></span></b></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">That is where the Matrix comes in.( I hope you all have seen it) besides being a great movie, it is very symbolic to what I am asking from all of you. </span></span><a href="http://www.imdb.com/title/tt0133093/plotsummary"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">http://www.imdb.com/title/tt0133093/plotsummary</span></span></a><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">. The Matrix describes a future time where computers have trapped humanity and placed them in these little embryonic units where computers keep them alive to be used as an energy source. In order to facilitate this, computers generated a "MATRIX" , a false reality imprisoning human minds. During a pivotal </span></span></span><span class="Apple-style-span" style="COLOR: rgb(51,51,255)"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">part of the movie Neo, the character asked to lead the war to save humanity , was asked if he would wanted to break his reality by taking a red pill shattering all that he knows , all that he feels is real and correct.</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">Many of you feel that customer service is just one more step in an overused system. You feel that Clinical Qaulity is what matters. You feel that I can barely do what is need to do never mind cater to the needs of the patients. These are just a few of the countless sentiments I have read in these so called "Healthcare Blogs"</span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;"><br /></span></span></span></div><div><span class="Apple-style-span" style="color:#3333ff;"><span class="Apple-style-span" style="font-family:'times new roman';"><span class="Apple-style-span" style="font-size:medium;">I am asking you to forget everything that you have heard or was taught about customer service in health care and take the red pill and "Free your Mind". I will show you a new reality of Increased job satisfaction and Customer service. Stay tuned.</span></span></span></div><div><span style="font-family:Times New Roman;color:#3333ff;"></span></div><div><span style="font-family:Times New Roman;color:#3333ff;"></span></div>Dabeethttp://www.blogger.com/profile/09273892446368145207noreply@blogger.com0