WE'll WAIT!
While sitting in my office one morning, I overheard a patient requesting to have Chick perform her scans. After checking on Chicks whereabouts, the tech returned and informed the patient and her husband that Chick was assisting another patient.
The patient quickly replied, “We will wait!”
As you all will remember, we had a discussion yesterday about Chicks excellent customer service.
So, upon now hearing this patient’s exchange--- I needed to know the following:
What made their past experiences with Chick so great, that they were willing to bypass the next available tech?
Was seeing Chick worth the wait? I needed to hear it with my own ears.
After introducing myself, I mentioned to them the conversation that I had overheard.
I informed the patient that this was not the first time patients have made such requests.
With my curiosity peaked, I followed up with the question; what is it about your interactions with Chick that creates such a great patient experience?
The response was swift! With a smile on his face, the patient’s husband replied, its two things…Caring and Consistency!”
The patient’s husband continued, “For other techs it is just a process! We have been coming here for 6 years, and with Chick it is different, he really cares!”
It’s different when a tech says, “change over there!” and when one says, “come let me show you where you can get changed”.
Noticing he was dominating the conversation, he turned to his wife and said, “She can probably tell you better”.
She confirmed everything that her husband said and added, “He is really caring and he takes good care of me!”
She proceeded to tell me about the long conversations they have had during her visits, often times quizzing me to see if I knew him as well as she did!!
I thanked them for sharing their story with me and assured them that I would be sure to share their story with others as we work to improve the patient experience for all of our patients.
-- Patrice Johnson
Dominic "Chick" Padeletti HAMILTON
Have you created a connection with a co-worker, patient and/or their family today?
Creating the Connection