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Confirm the Real Issue Before You Start Solving - 3/10/26


Have you ever gone “down the rabbit hole?”  It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it.  And that dive into the rabbit hole often starts with a simple question. Going down that rabbit hole takes time and Read more

One Question to Prevent a Follow-up Call - 3/3/26


The way some performance metrics work, you would think companies would prefer for their staff to talk to the same customer 4 times on the same topic for 8 minutes each rather than talking to them once for 10 minutes.  Many management metrics are too focused on average length Read more

Stay Calm When the Customer Isn’t - 2/24/26


There are all sorts of others’ emotions that you have to deal with as a customer service professional.  The other person could be anxious or upset, they could be angry or agitated.  It can run the gamut of emotions, but for you to deal with them in the best Read more

Don’t Begin with the Dead End in Mind - 2/17/26


Habit #2 of Stephen Covey’s “Seven Habits of Highly Successful People” is “Begin with the End in Mind.”  It speaks to the need to have a clear vision or goal for what you’re trying to ultimately achieve, so you understand the purpose of what you’re doing.  It helps you Read more

Explain without Over Explaining - 2/10/26


The customer has a question, and we have an answer.  They need to learn something, and we’re in the position to be the educator.  There’s a process they have to go through, and we need them to understand. We know so much, and we could impart so much, but sometimes Read more

Look for a Stop Sign - 2/3/26


As a customer service professional, what you say matters.  The information you’re providing is useful.  The direction you’re giving the other person is helpful.  But... As you’re speaking, you also need to be reading.  Reading the other person.  Watching the customer, determining whether and how they’re receiving what you’re sharing.  Read more

When They Want the Supervisor - 1/27/26


Maybe you did your best with the customer, or maybe the customer didn’t even give you a chance.  They want to talk to your supervisor.  They see you, notice your title does not have “supervisor” or “manager” or “director” or “President and CEO” in it, so they want to Read more

Identify Your Point of Empathy - 1/20/26


I was watching a webinar recently on empathy.  The speaker mentioned that empathy - to a large extent - is something that you are born with.  It’s something that’s very difficult to learn.  And while I agree that some people are predisposed to being empathetic and understanding of others Read more

Pressure is a Privilege, but... - 1/13/26


When athletes are asked about the pressure of a playoff match or a late-game situation, many times they will say that “pressure is a privilege.”  In other words, usually pressure exists because you’re in a match that matters most.  It exists because you are a player put in a Read more

While I’ve Got You on the Phone… - 1/6/26


I’m a big planner.  Whether it’s strategic planning or planning out the year or planning my week first thing on a Monday morning, I like to plan.  I do this because it gets all of my action items documented and ensures that I have some understanding of what I Read more

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Decrease Paperwork. Increase Patient Satisfaction.

Posted on June 22, 2010 in Business Advice, Healthcare Please leave a comment

Paperwork – it’s one of the biggest roadblocks to patient satisfaction. You’re having pre-admission testing at the hospital. You’re getting registered for outpatient surgery. You’re there for treatment or a diagnostic procedure. And all the while – in this age of technology – you’re filling out the same information on paperwork over and over and over again.

Processes and the paperwork involved are huge drivers of dissatisfaction in hospitals and other healthcare facilities. The Valley Health System in Nevada is attempting to shorten the timeframe and paperwork involved in checking in for appointments. They’re adopting self-service entry as an option at its five hospitals.

Patients can enter information into a kiosk, sign consent forms, make payments, confirm insurance information, etc. Keep in mind that this essentially automates a manual process, but it does so in such a way as to eliminate some employee instructional involvement with the customers, engage the customer during waits, automatically update information in the hospital’s computer system without the employee having to key the data, and increase quality of data input.

You can draw several conclusions from the www.marketwatch.com article (http://www.marketwatch.com/story/the-valley-health-system-improves-the-patient-experience-with-self-service-check-in-from-ncr-2010-06-22?reflink=MW_news_stmp).

But the main conclusion I want to highlight is this – paperwork is a dissatisfier. Question EVERY piece of paper you create, every manual form you use, every data entry procedure that starts with someone writing information on a piece of paper.

Question EVERY piece of paper. It’s about more than “going green.” It’s about productivity, patient (customer) satisfaction, process quality, and reducing perception of wait time.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/