Customer Service Is a Continuous Journey
In the 1950s, a time of American optimism and prosperity, customer service was transformed. While face-to-face interactions remained the norm, the telephone (now in two-thirds of American homes) allowed businesses to reach customers efficiently and handle inquiries, orders and complaints quickly.
In today's digital world, we have many more communication tools. Even so (or sometimes as a result), customers can still feel under-served. It's important to remember that whatever tools or platforms are in use, the foundation for customer service is in the intention of the service provider.
I'd like to call out our service line leaders, who intentionally seek to provide seamless transitions for our patients between providers and service lines. Many people enter our care through the ED, Urgent Care or Primary Care – and then move horizontally throughout our system. They may be referred to a specialist which might result in surgery and a brief hospital stay, followed by home health or physical therapy.
These many touchpoints provide us with the opportunity to shine in both quality and service as we provide the exceptional care for which we are known. Recently, I received a note from a patient about her diagnosis and treatment for breast cancer at EvergreenHealth:
"Just as we were preparing to move out of the area, my annual mammogram at the primary care practice in Bothell revealed some abnormal findings. From the time of the phone call, there was a red carpet of appointments made for me and wonderful people rushing me in for care in the most cared-for way. Your team has done everything but show up at my house and drive me to the appointments!
"Dr. Eric Taylor made us deeply appreciate how incredible it was that my cancer was detected this early. The areas on the magnified images were barely visible, yet both biopsies came back positive. The skill of the radiologist and access to care have made it all happen. Next week, I expect the MRI and visit with my surgeon, Dr. Marion Johnson, will be a smooth continuation of this amazingly efficient journey towards a cure.
"[EvergreenHealth] has done it all for me! (I secretly wonder if they called my moving company when we delayed our departure from the area, because the company randomly offered me a month of storage for free.) I've been chanting the mantra of needing to be closer to family in case of medical emergencies, and honest to goodness I have been treated like family by everyone at [EvergreenHealth]. Each person I've seen sincerely seems to like being at work. I would never have believed medicine was capable of coordinating care this well had I not experienced it first-hand. Thank you for your part in managing the magic."
When serving our patients, we are demonstrating our organizational values of compassion, respect, excellence, collaboration and accountability. These values are foundational to service that truly serves the customer – whether the customer is a patient, colleague, vendor or visitor.
In the immortal words of Mr. (Fred) Rogers, "Life is for service."
