When faced with the challenge of a serious illness, one often feels out of control and at the mercy of the medical community, i.e., being told, in a nice way, this is what we are going to do to your body for the next six months. But so far I have come to appreciate all the choices I have – spiritually, emotionally, and physically – and now that I have had time to process the diagnosis and grieve, I can now move into a focused plan to heal and be as proactive as I can. But I can’t help worrying about women who frankly aren’t as resourceful as I am. Where is the healthcare industry when it comes to helping them make choices? (more…)
Archive for the ‘News’ Category
Making Choices (Even When You Feel You Don’t Have Any)
Tuesday, January 31st, 2012Fearing the First Chemo
Monday, January 23rd, 2012I am pretty sure I am not alone in this, but in my life I have done everything I can to avoid vomiting. I hate it when your body takes control and you are at the mercy of a response to an illness or toxic substance. So I was relieved when my oncologist told me that it was his goal to do everything in his control to keep me from throwing up during treatment. He even went on to say that some doctors think he goes overboard prescribing medicine to take three days after treatment to keep from getting ill. I say, “Go for it doc! Don’t listen to those guys.” In all seriousness, as a patient I hang on every word that somehow lets me know my care is not going to be ‘cookie cutter’ because I am not like everyone else. (more…)
It’s All About Me – Really!
Tuesday, January 17th, 2012On December 9th I blogged about the extraordinary mammography experience I had. The irony is that one month later I am moving headlong into a fight against breast cancer. It has been both a blessing (detecting the cancer) and a curse (having it alter my life). It would be easy and perhaps even understandable for me to curl up in a ball and hide for the next six months while I go through chemo, surgery and radiation, but that’s not me. At least at this point I don’t think it is. God has fortunately given me the ability to communicate, care passionately about how others are being treated, and help our clients see themselves through the patient’s eyes. So this time I’m the patient. I hope the experiences and observations I share in this blog will provide healthcare professionals with my unique inside perspective. Brooke Billingsley
There have been a lot of blogs and journals written by patients describing their bouts with cancer. This one is a little unique in that I hope to share my experience in a way that helps my healthcare colleagues think about what they do in the name of the patient experience. Even though we have for years observed healthcare through healthcare mystery shopping and employee perception deep dives, this is first hand, replete with the anxiety, fear, and confusion associated with being a cancer patient. (more…)
Saying You’re ‘Patient Centered’ Without Delivering Fools No One
Friday, December 16th, 2011In a recent Hospital Impact blog, Thomas Dahlborg questions what is meant by ‘patient centered’ in the context of “Patient Centered Care.” After listing a number of non-relationship influenced quotes from healthcare providers such as “Relationship in healing? Relationship doesn’t improve access, outcomes and lower costs,” he rightfully wonders how these same people can be associated with an organizational or industry push for patient-centered care. I realized this was not an entirely new discussion when I ran across the airing of the movie Patch Adams the other day.
The Unexpectedly Great Mammogram Experience
Friday, December 9th, 2011We hire lots of healthcare mystery shoppers and read about their experiences every day on behalf of our clients, but sometimes our own experiences remind us of what we all want out of healthcare. Brooke Billingsley
My last experience at the imaging center I had been going to for ten years was terrible. When I was called to the desk to provide additional information, the receptionist asked me for my photo ID, handed it back to me, and then began to quiz me on what was on the ID she had just made a copy of. Her demeanor during our exchange was complete dismissal of me as a person. I admit to being highly intolerant of being treated that way and vowed to change providers next time. (more…)
Satisfy Patients, but Don’t Ignore ‘Customers’
Tuesday, September 20th, 2011When a colleague recently told me his hospital was going to put their focus and resources on inpatient units because of Value Based Purchasing (VBP), I cringed just a little. Hospitals that lean too much in the patient’s direction may unknowingly alienate customers, i.e., everyone else. (more…)
Great article on Healthcare Customer Service from Accenture
Wednesday, August 31st, 2011The article from Accenture entitled The 7 Things Your Health Insurance Customers Are Not Telling You: And What To Do About Them talks about a study they conducted and how understanding consumer perception is becoming even more critical.
Curiosity Conveys Caring
Monday, August 22nd, 2011The simple act of asking a question is undoubtedly one of the most important things an employee can do. It enables the employee to give more information tailored specifically to the customer’s needs, imparting a confident, credible impression that presents an aura of credibility and competency. It has the further effect of making a customer feel cared for and valued. (more…)
Customer Service Building Block III: Observation
Thursday, August 18th, 2011Too many organizations assume their employees know how to achieve customer service excellence because when they hired them they told them what they wanted. However, only through direct observation can you really understand how your organization is perceived so that you can quickly address issues and make changes.
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May I Have Your Attention, Please?
Friday, August 12th, 2011A recent healthcare mystery shopping study of ours revealed that on 50% of the shops where staff friendliness was mentioned, staff failed to acknowledge mystery shoppers through eye contact, smiling or verbal recognition. It says a great deal about a facility if staff is (un)willing to be courteous for the few seconds it takes to let consumers know their business is welcome and wanted – not to mention the implications it has for putting a loved one in the hands of seemingly (un)friendly people. (more…)