Patient satisfaction a focus for telecom too

When is comes to patient and consumer satisfaction, we know it's the little things that can make the biggest differences. This month we take a look at how valuable telecom can be in making a positive and lasting impression on patients when equipment and technology function optimally.

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What’s Telecom got to do with Patient Satisfaction?
By Mike Mitchell

What impact does the telecom department have on patient satisfaction? This behind-the-scenes department may not produce results that are readily apparent to the casual observer, but the contribution to patient satisfaction is undeniable. Here are four easy ways telecom can help the clinical staff create positive patient experiences and keep satisfaction scores high.

1. Provide easy-to-use large button telephones in patient rooms and keep them in working order. There are few things more frustrating than being confined to a hospital bed without a working telephone.

2. Make sure pharmacy fax extension numbers and machines are working perfectly. Getting meds to a needy patient is a top priority for medical staff and telecom should support them. It’s especially critical on the weekends.

3. Ensure hospital operators have excellent communication skills and are well trained. A person with exceptional communication skills can calm an angry patient, make a concerned family member feel better, or put a disoriented visitor at ease. A hospital operator’s competence in handling any emergency situation is a confidence booster for the clinical staff who can then concentrate on quality medical care.

4. Respond quickly to technical problems and help desk calls. The clinical staff can completely focus on patient care when they know any computer, telephone, dictation, or printer problem will be resolved quickly by telecom. Doctors and nurses have enough stress during their daily routine without having the unnecessary distraction of a broken wireless telephone or an inoperable laptop.

The clinical staff has a difficult task serving the needs of the patients and their families, and determining the course of medical care which can involve life and death decisions. When telecom supports their equipment with scheduled preventive maintenance and rapid repairs, they can focus on the healing and wellness of their patients.

Whether you use the Satisquest customer satisfaction report or some other reporting tool, I recommend you review your hospital’s customer satisfaction report monthly. Look for areas where the telecom department can be proactive in supporting patient satisfaction. Even with limited patient interaction, telecom can be a valuable asset in improving patient satisfaction for your hospital by making sure those who do have daily interaction with patients have the tools to do their best to satisfy their patients.

- Mike

Dear Mike: I'm a telecom technician. I like to get to the customer's office, fix the problem and leave. One of my co-workers likes to take time building rapport and establishing a relationship with the customer while on site. Is it better to be more productive, like me, or to make the customer feel good, like he does?

Mike's Answer: Instead of focusing on your approach to problem resolution compared to your co-worker's approach, pay attention to your customer's expectations.

If your customer displays an attitude of "just fix the problem and leave quickly because I have work to do," then by all means fix the problem and leave.

If your customer greets you with an open-ended question like, "How was your weekend?," then there is a good possibility that he expects a little interaction. However, know that your customer is not expecting an extended conversation either. Sometimes small talk is all that is needed to establish rapport.

The best solution for both you and your co-worker is to learn to read your customers. Know the signs of someone who needs a little extra handholding versus the person who is all business.

I recommend the following books to help you read your customer: How To Communicate by McKay, Davis and Fanning takes an academic approach to interpersonal communication. Communicating at Work by Alessandra and Hunsaker focuses on developing practical communication skills.

Have a question for Mike? Email him at mike@telexcellence.com.

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