Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2
Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2
Chapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2epends heavily on the culture of the organization. Some organizations have a playful, upbeat culture. Southwest Airlines is famous for this. You may have heard a playful flight attendant announce, “In the event your oxygen mask drops down, first place the mask on yourself. Then pick your favorite ch Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2ild and fix theirs in place” (Mik kelson, 2005). Other organizations have a more serious, deliberate style. Detectives in police departments often emuEbook Service extraordinaire unlocking the value of concierge medicine: Part 2
late this approach, which is best exemplified by Sergeant Joe Friday of the television show Dragnet. He frequently pleaded, Just the facts, ma’am.”EdgChapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2ation" (Schein, 1985). In the specific context of health care, Forrester Research defines culture as a system of shared values and behaviors that focus employee activity on improving the patient experience—that is.50 ■ Service Extraordinaire“everything patients see, touch, feel, hear, and think abou Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2t their interactions with the organization" (Johnson and Stern, 2017).In a culture that emphasizes quality and safety of care, employees will always aEbook Service extraordinaire unlocking the value of concierge medicine: Part 2
ssist patients when they get down from an examination table to prevent falls; take the time to explain the need for colonoscopies, mammograms, flu shoChapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2build confidence in the provider and result in better understanding by the patient—both of which increase the likelihood that the patient will follow medical advice.Because the service expectations are high in concierge practices, culture is important. This must be openly communicated among all empl Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2oyees, and examples of a strong culture must be cited. Signature Medicine has monthly meetings where satisfaction scores are reviewed and thoroughly dEbook Service extraordinaire unlocking the value of concierge medicine: Part 2
iscussed. Daily huddles at the start of each work day focus on the particular needs of each scheduled patient.The Culture of the ClinicLeadership is pChapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2top of an organization. If the lead physician or chief executive officer pays only lip service to the manner in which patients are treated, Service ExtraorcHilaire will not occur. Culture is the atmosphere in which one works, and it extends to the way everyone is treated. If the environment is not c Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2ollegial and friendly, the experience for the patient will not be either.Your mother was right: manners really are important. The environment the bossEbook Service extraordinaire unlocking the value of concierge medicine: Part 2
creates says a lotHow to "Do" Concierge Medicine ■ 51about how he feels about himself and the people who work for him.”Carl Sewell (Sewell and Brown,Chapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2tem that has a strongly established culture of quality and safety. As a physician-in-training. I remember seeing then-chief executive officer (CEO) of the Baylor Health Care System. Boone Powell, Jr., lean over and pick up a discarded cup in one of the hospital hallways. Such example setting from th Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2e top of a large organization trickles down, with employees taking cues from their leaders.The late w. w. (“Bill”) Aston, a onetime utility company exEbook Service extraordinaire unlocking the value of concierge medicine: Part 2
ecutive and Baylor Health Care System trustee, taught me valuable lessons through a medical instrument analogy (Figure 5.1). He explained that a cultuChapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2 the temperature of the organization."w. w. AstonF 1 120-•• ■* • 1 so100[r4080 -qir30-2060-[71040-H*“°20-dI 7-10[7-20•20-d[7 -3040-J|-40Figure 5.1 Setting the temperature of the organization. (From Terry Morris - stock.adobe.com.)52 ■ Service ExtraordinaireThis is not, of course, to say that the ind Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2ividual clinics and other entities within the larger health care system do not have their own subcultures, or that their individual leaders do not infEbook Service extraordinaire unlocking the value of concierge medicine: Part 2
luence the values and behaviors within those entities just as much as system leadership does.Signature Medicine has its own mission statement, craftedChapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization de Ebook Service extraordinaire unlocking the value of concierge medicine: Part 2rselves of our daily goal (Figure 5.2).Chapter 5How to "Do" Concierge MedicineThe Patience Experience and CultureWhat an individual experiences during an interaction with an organization deGọi ngay
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