Don't go there.
essons from the front lines of healthcare customer service . . . Don’t fall into these traps in an angry encounter:
1. Failing to look past the anger
People rarely call to give a compliment. Most often they are angry, emotional and focused on sharing those feelings (and their anger) with you. It can be appealing to dismiss this person because of their anger, without listening to the true problem. Don’t dismiss someone out of hand and miss out.
2. Passing the buck
It is extremely tempting to pass along problems to other departments, or to blame other departments. Think back to your last experience of being passed around during a call. Everyone hates it. Do your best to give answers even if you think those answers will only give marginal help. People appreciate effort of any kind. If you do need to transfer a call, make sure to give them your information and instructions to call back if they cannot find resolution at the next stop. They will appreciate the effort and it will make you look like an oasis in a sea of phone tag.
3. Failing to acknowledge before solving
Acknowledge frustrations first, then move to problem solving. A person will only calm down, and start dealing with you rationally, AFTER emotion has left the conversation. ALWAYS begin by validating the caller’s experience.
4. Failing to say “Thank you” and “I’m sorry”
Do not hesitate to thank the caller for taking the time to call. Especially at the end of the phone call, ending the frustration on a positive note can positively affect how the caller feels. Many patients just want to make care better for other patients.
Don’t underestimate the power of an apology. People assume that an apology is an admission of guilt. Try saying it in a way that gives sympathy and validation. A few examples: "I’m sorry for your experience" or "I apologize that this situation happened to you." Be sympathetic to their cause and people will feel validated.
5. Failing to be professional
BE GENUINE! If you are genuine, you are instantly in control because you are the one in control of your emotions! Avoid being fake and avoid being overly enthusiastic or too cheerful. Try being a calm, collected and professional version of yourself.
Michael Bown
Waiting is such a firmly entrenched feature of health care that it is often expected. The solution starts with the team. Orthopaedic athletic trainer Ian Crossett details the 4-step, team-driven process that sends a message of respect for everyone: provider, patient and team.
Real teams are the antidote to the chaos of modern medicine. “Real teams know each other, feel loyalty to one another, trust one another, and would not want to disappoint one another” (Tom Lee, NEJM Catalyst 2016). Practicing are conversations between real team members about why the work matters. Our goal is to preserve and share the stories of the teams at University of Utah Health.
Is zero possible? In the case of central line infections, the answer was once no. A CLABSI (central line associated blood stream infection) was once considered a car crash, or an expected inevitability of care. When University of Utah’s Burn Trauma Intensive Care Unit started treating CLABSIs like a plane crash, or a tragedy demanding in-depth investigation and cultural change, zero became possible.
